Readiness Team
Purpose
The purpose of Support Readiness is to enable GitLab to provide delightful customer experiences by:
- equipping the Customer Support team with knowledge, tools and data to optimize productivity and efficiently solve customer problems.
- equipping our customers and wider GitLab with the data, knowledge and insights to prevent customer problems before they occur.
- delivering delightful experiences to both our own internal and external customers.
Our purpose statement is re-evaluated as needed, at minimum every 3 years
Support Readiness FY25 Direction
The FY25 Direction for Support Readiness should support and substantiate the overall Support Direction. To that end, in FY25 we will:
Improve our ability to achieve results for customers
- Update and refine issue triage, prioritization and work assignment processes.
- Create sub-department and role-based performance indicators.
- Simplify and refine customer and support engineer experiences using Zendesk.
Team structure and how it supports our ability to achieve results
- Refine team structure and team member roles; check-in with team members to make sure they’re in a place where they can contribute best and have appropriate responsibilities to facilitate team results.
- Make strategic hires to help better achieve our purpose and advance us in our direction.
Team culture and how it supports our ability to achieve results
- Run a SWOT analysis and use its output to form purpose and direction statements.
- Share knowledge, document and train on operationally critical issues to ensure business continuity.
Delight our customers
- Foster a customer-centric mindset that prioritizes empathy and proactive support.
- Survey the Support team and take action based on the findings.
Our direction is re-evaluated annually, following the completion of the Support Direction
Meet the team
Name | Role | Specialization |
---|---|---|
Lyle Kozloff | Director of Support, Global Readiness and Acting Support Operations Manager | Leadership |
Jason Colyer | Fullstack Engineer | Operations |
Nabeel Bilgrami | Support Readiness Specialist | Operations |
Alyssa Villa | Support Readiness Specialist | Operations |
Dylan Tragjasi | Support Readiness Specialist | Operations |
Sarah Cole | Support Readiness Specialist | Operations |
Rene Verschoor | Support Readiness Specialist | Operations |
Melissa Magoma | Support Readiness Specialist | Service Delivery |
Hiring Plan
Currently, Support Operations is using a ratios for our hiring plan. The ratios used are:
- 40 Support Engineers to every 1 Support Operations Specialist
- 10 Support Operations Specialists to every 1 Support Operations Manager
Support Readiness Links
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