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

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

• Readiness Subgroup
• Operations Team

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