Readiness Team

Everything you wanted to know about the Readiness sub-department

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

Currently, Support Operations is using a ratios for our hiring plan. The ratios used are:

Everything you wanted to know about how Support handles data