We train internal support staff as a first step towards career development. Almost all of them have gone on to higher positions or left for positions we can't o

We train internal support staff as a first step towards career development. Almost all of them have gone on to higher positions or left for positions we can't offer in our exact industry. What we do is have them shadow the experts and do our customer training certifications. Once their team leader deems them ready they start answering tickets, which are reviewed by a senior before sending. Along with excellent living documentation, it doesn't take long before we have high performing new team members. We also do phone support and use a pre-booking system developed internally similar to calendly, customers love it.