This article is a little hand-wavey. Customer support is definitely underappreciated in terms of its value. Support is the primary connection to your product's relationship with customers and a source of research as well as ambassadors for your brand.
On the other hand, the idea that employees doing one aspect of a company's work could count on being promoted to another area requiring different skills is not particularly common in most industries, pre-internet. Most people who regard doing support as an "in" need to either independently enhance their skills or choose to work at a much smaller company.
One of the sad things that this article exposes is that so many support people choose their careers with the same attitude this article criticises; that support isn't valuable or rewarding to them. Maybe this is akin to people going into teaching, which paradoxically tends to be a major with lower scores and grades than average. People go into a job where they help people not because it's exciting but because they think it's an easier path to working in tech than coding. Great support people committed to what they do can sometimes succeed and grow into more senior roles, and that path should be more rewarded.
> Maybe this is akin to people going into teaching, which paradoxically tends to be a major with lower scores and grades than average. People go into a job where they help people not because it's exciting but because they think it's an easier path to working in tech than coding.
Or maybe they go into a job where they help people not because they think it's an easier path than coding, but because they believe teaching is more valuable than making the next "angry birds" or hawking ads 1% more effectively. ¿Quien sabe?
I work in support. I love it. I graduated with a CS degree, but personally I get more value in life out of helping people
At my company we really to value our support team and are working to make it possible to promote within the team. Yeah sure we have people go to our doc and QA team and other parts of the company, but having people who are passionate about support is something that is extremely valuable to us and to me.
We try to hire people with the same attitude towards support and it shows. The level of support we provide because everyone really cares is awesome.
Years ago there was an article or case study about a company who had rehomed their support under Sales to some success. I always thought that was a good way to balance things, where customer problems don't have to wend their way through IT/Ops to some meeting where pushback against sales may or may not occur.
So Nashville with a population of darn near 2 million is "the Boondocks?" Am I missing that part of this that had something about a job in someplace that could even remotely be considered Boondocky?
You see, San Francisco is where the Internet is. You might think it's a globally interconnected network of computers, but in fact it's really all in one place, and so the further away from it you are, the less you can channel its power into disrupting markets.
Well, outsourcing to Nashville is better than having entire work outsourced to India.
Though I must admit that having lived in Mumbai, Upstate New York and New York City, the cost of living is low argument is bullshit. It is just sugar coating the fact that your work/job profile is not important enough for the company to merit the benefits that living in a metropolis brings.
35K$ per year is a really very low salary, especially for SF, grad students earn more.
Also
"""
It doesn’t make any fucking sense to live in one of the most expensive areas in the country and work in nonprofit development,” one told me."""
I think she meant cost-center, there is nothing related to non-profit in usual sense in that article.
I know people who work in enterprise customer support, on expensive software applications, that are far more complex tickets than just refunds and bug reports. They make good money.
Another guy I knew moved from support into being a "sales engineer", which is basically helping to sell software to the more technically minded, demo it properly, assist with integrations, etc. That's also well-paying.
Bottom-line is, if you come out of college with an English degree and want to work in tech, you need to get your foot in the door somehow, and support is an option.
For awhile (1980s-90s), Support and QA got short-shrift in the priorities of many startups.
I came into one in a Support role, and I was one of two support personnel (in the entire organization) that had any industry experience going in, making me the company's very first "Advanced Support" engineer. The rest were straight out of college (but most had degrees, at least).
I hate that customer support in start ups is considered nothing more than a leg up into a "real" job. It may not be the best paid job in the organisation, but it's crucial and certainly shouldn't be paid at such a fraction of other jobs that "promotion" to another department is the only viable option.
Agreed. It is a differentiating feature (see: Amazon/Zappos/Apple Store), and an important source of information for product development. And certainly, not everyone can do it well. I can see Customer Service being the starting point for Service Designers and integrated with that department.
I'm a part of Eventbrite's engineering team in Nashville. I'm really bummed about this article. I think it's a shame that Lyft told a whole department "leave SF or lose your job". I agree it's problematic for a company to segregate customer support in a satellite office. Neither of those are how Eventbrite handled their expansion to Nashville.
We're growing like crazy here across the business- engineering, finance, HR, support, sales... Yesterday we had a hot chicken lunch [0] to celebrate two new engineering hires. Tomorrow we'll christen some temporary office space to accomodate our newly-added sales team. Within a year, we'll be moved into a new space more than triple the size of our current office. Trust me, that's not because we're tripling the size of our support team.
Within engineering, my coworkers in Nashville come from a number of different backgrounds, Many of them are experienced devs. Others are career changers via coding bootcamps. Most relevant to the article, some have come from our customer support team. People tend to stay at Eventbrite for a long time [1]. There may not be as clearly defined a career path as you'd find at a more established company, but you're not stuck doing the same thing forever.
[0] It's a Nashville thing. If you haven't had it here, you're missing out. :-)
[1] Although you see the real tenure in the original SF office, in Nashville no one in engineering has quit yet (if you don't count the guy who left for Y Combinator, then came back afterwards).
>Another customer service worker I’d talked to from a big software company decided that if she wanted to stick around the Bay Area, it was time to teach herself to code.
Just curious. Is that going to help her get a job in Silicon Valley while competing with grads from top schools for the same jobs?
Yes. Demand > Supply at the moment. Most companies can't get ahold of one of those top school grads because google is giving them a 6 figure offer right out of college.
Have a little chat with your buddies who grew up in the plains states. They will politely tell you you're full of shit.
Alternatively, go try it. You could take a paycut to go live in bumblefuck any time. Why not today? I think you'll discover pretty quickly that the grass isn't that green over there. They are low rent because there is either nothing to do, or because they're dangerous.
Support needs to move out of the Bay Area. Honestly, there's just no way to live here on the salaries support professionals make.
These are just the facts. If I had my way we'd have a lot more affordable housing and renter-friendly policies here, but we don't and that's not going to change any time soon. So let's get real and know that putting support in low cost of living areas is the right thing to do.
3 reasons that, in early stages, startups have customer service at their HQs (IMO), and why it makes (financial) sense to move them to lower cost areas when a startup reaches a certain size:
(1) at the early stage basically everyone is part of customer support in that they are addressing/solving a slew of new/unanticipated problems together in real time and therefore its beneficial/valuable to have everyone in the same place. they also (usually) don't know how to run a customer service organization and are learning how it goes on the fly, esp. for the new product.
Later, the product matures and the majority of customer issues and their solutions are known and the process for addressing them can be (mostly) crystallized into a pre-determined set of responses, meaning that the customer service team can be separated from the rest of the organization. This is usually identified (or forced) by a more experienced customer service manager trained at a larger organization.
(2) at an early stage, costs associated with customer service are still relatively low vs. other investments (ie. product development, customer acquisition, technical hiring) so it seems relatively cheap to grow (you can hire 3-4 CS people for the price of one eng. in SF)
Later, as the organization grows, customer service can quickly balloon into a massive, expensive organization that grows in a more linear relationship with business/customer growth vs. product or dev teams, which (ideally) can be more leveraged.
(3) at the early stage, they are focused more on growth than profitability, so they aren't looking to optimize for lowering customer support costs and are more focused on the speed at which they are solving customer problems, aka. resolving impediments to growth.
Later, when it comes time to pay the piper (which is what appears to be happening with many, many on-demand startups..), customer service is a very easy place to try and cut costs, esp. when up until this point they had been run very inefficiently.
conclusion:
Once a company realizes that their support teams don't need to be at the HQ anymore, that the teams are inefficient and (oh shit!) they want to (try and) be profitable, it makes a lot of sense to move the customer service team to a lower cost location, or outsource it entirely. there's a reason most large, mature corporations do it.
It's a bit unreasonable to join a tech company as something other than a technical person or a manager, and expect to quickly be promoted to a top-tier position. No career path works that way.
>“‘How do we make this cost less?’ Every support case can cost up to $30 for them. You cost them a lot of money and don’t bring in a lot of revenue.” Still, “They can’t run the company without you.”
What's the actual average cost of a support request? $30 seems like it would eat up annual profits of a lot of services fairly quickly.
That's the cost of a support incident handled by a live person. If you use self-service options like the knowledge base or Google then the cost is essentially zero.
This is why many companies make it hard to call them.
Dumb article....customer svc is a low man on totem pole job. There is a huge demand for coders so learn how to code and make a very good living or fight all ur fellow reps for that one or two PM openings. That's how it goes in the tech world and in general. Everywhere.
What is the business reason that Lyft is moving their customer service jobs here? Wages are not low here. Perhaps it is lack of state income tax? HMMMM
Oh, I think the fact that TN's median income is about 70% that of CA and Nashville's is about 60% that of SF might have had something to do with it, along with commercial lease rates being 20% those of SF office space. Meanwhile, the rest of the company is still commuting to the Mission.
[+] [-] laurex|10 years ago|reply
On the other hand, the idea that employees doing one aspect of a company's work could count on being promoted to another area requiring different skills is not particularly common in most industries, pre-internet. Most people who regard doing support as an "in" need to either independently enhance their skills or choose to work at a much smaller company.
One of the sad things that this article exposes is that so many support people choose their careers with the same attitude this article criticises; that support isn't valuable or rewarding to them. Maybe this is akin to people going into teaching, which paradoxically tends to be a major with lower scores and grades than average. People go into a job where they help people not because it's exciting but because they think it's an easier path to working in tech than coding. Great support people committed to what they do can sometimes succeed and grow into more senior roles, and that path should be more rewarded.
[+] [-] username223|10 years ago|reply
Or maybe they go into a job where they help people not because they think it's an easier path than coding, but because they believe teaching is more valuable than making the next "angry birds" or hawking ads 1% more effectively. ¿Quien sabe?
[+] [-] greetings|10 years ago|reply
At my company we really to value our support team and are working to make it possible to promote within the team. Yeah sure we have people go to our doc and QA team and other parts of the company, but having people who are passionate about support is something that is extremely valuable to us and to me.
We try to hire people with the same attitude towards support and it shows. The level of support we provide because everyone really cares is awesome.
[+] [-] rhizome|10 years ago|reply
[+] [-] blakesterz|10 years ago|reply
[+] [-] sciurus|10 years ago|reply
[+] [-] mcphage|10 years ago|reply
[+] [-] Hydraulix989|10 years ago|reply
[+] [-] api|10 years ago|reply
[+] [-] cnorrisjr|10 years ago|reply
http://www.tennessean.com/story/news/local/davidson/2015/05/...
[+] [-] aub3bhat|10 years ago|reply
Though I must admit that having lived in Mumbai, Upstate New York and New York City, the cost of living is low argument is bullshit. It is just sugar coating the fact that your work/job profile is not important enough for the company to merit the benefits that living in a metropolis brings.
35K$ per year is a really very low salary, especially for SF, grad students earn more.
Also
""" It doesn’t make any fucking sense to live in one of the most expensive areas in the country and work in nonprofit development,” one told me."""
I think she meant cost-center, there is nothing related to non-profit in usual sense in that article.
[+] [-] unknown|10 years ago|reply
[deleted]
[+] [-] seibelj|10 years ago|reply
Another guy I knew moved from support into being a "sales engineer", which is basically helping to sell software to the more technically minded, demo it properly, assist with integrations, etc. That's also well-paying.
Bottom-line is, if you come out of college with an English degree and want to work in tech, you need to get your foot in the door somehow, and support is an option.
[+] [-] hkmurakami|10 years ago|reply
[+] [-] DrScump|10 years ago|reply
I came into one in a Support role, and I was one of two support personnel (in the entire organization) that had any industry experience going in, making me the company's very first "Advanced Support" engineer. The rest were straight out of college (but most had degrees, at least).
Q.A. was likewise seen as entry-level.
[+] [-] cylinder|10 years ago|reply
[+] [-] Aloha|10 years ago|reply
I'd like to propose the phrase "new-economy company" to replace startup.
[+] [-] takno|10 years ago|reply
[+] [-] dba7dba|10 years ago|reply
It must be all those MBAs that flock to these companies that don't read up on HN.
[+] [-] dilemma|10 years ago|reply
[+] [-] sciurus|10 years ago|reply
We're growing like crazy here across the business- engineering, finance, HR, support, sales... Yesterday we had a hot chicken lunch [0] to celebrate two new engineering hires. Tomorrow we'll christen some temporary office space to accomodate our newly-added sales team. Within a year, we'll be moved into a new space more than triple the size of our current office. Trust me, that's not because we're tripling the size of our support team.
Within engineering, my coworkers in Nashville come from a number of different backgrounds, Many of them are experienced devs. Others are career changers via coding bootcamps. Most relevant to the article, some have come from our customer support team. People tend to stay at Eventbrite for a long time [1]. There may not be as clearly defined a career path as you'd find at a more established company, but you're not stuck doing the same thing forever.
[0] It's a Nashville thing. If you haven't had it here, you're missing out. :-)
[1] Although you see the real tenure in the original SF office, in Nashville no one in engineering has quit yet (if you don't count the guy who left for Y Combinator, then came back afterwards).
[+] [-] vr3690|10 years ago|reply
Just curious. Is that going to help her get a job in Silicon Valley while competing with grads from top schools for the same jobs?
[+] [-] Alex3917|10 years ago|reply
Yes, but not with a well-known company as their first gig.
[+] [-] eropple|10 years ago|reply
[+] [-] shanemhansen|10 years ago|reply
[+] [-] Aloha|10 years ago|reply
[+] [-] nfriedly|10 years ago|reply
[+] [-] Spooky23|10 years ago|reply
[+] [-] hinkley|10 years ago|reply
Alternatively, go try it. You could take a paycut to go live in bumblefuck any time. Why not today? I think you'll discover pretty quickly that the grass isn't that green over there. They are low rent because there is either nothing to do, or because they're dangerous.
[+] [-] tryitnow|10 years ago|reply
These are just the facts. If I had my way we'd have a lot more affordable housing and renter-friendly policies here, but we don't and that's not going to change any time soon. So let's get real and know that putting support in low cost of living areas is the right thing to do.
[+] [-] joshjkim|10 years ago|reply
(1) at the early stage basically everyone is part of customer support in that they are addressing/solving a slew of new/unanticipated problems together in real time and therefore its beneficial/valuable to have everyone in the same place. they also (usually) don't know how to run a customer service organization and are learning how it goes on the fly, esp. for the new product.
Later, the product matures and the majority of customer issues and their solutions are known and the process for addressing them can be (mostly) crystallized into a pre-determined set of responses, meaning that the customer service team can be separated from the rest of the organization. This is usually identified (or forced) by a more experienced customer service manager trained at a larger organization.
(2) at an early stage, costs associated with customer service are still relatively low vs. other investments (ie. product development, customer acquisition, technical hiring) so it seems relatively cheap to grow (you can hire 3-4 CS people for the price of one eng. in SF)
Later, as the organization grows, customer service can quickly balloon into a massive, expensive organization that grows in a more linear relationship with business/customer growth vs. product or dev teams, which (ideally) can be more leveraged.
(3) at the early stage, they are focused more on growth than profitability, so they aren't looking to optimize for lowering customer support costs and are more focused on the speed at which they are solving customer problems, aka. resolving impediments to growth.
Later, when it comes time to pay the piper (which is what appears to be happening with many, many on-demand startups..), customer service is a very easy place to try and cut costs, esp. when up until this point they had been run very inefficiently.
conclusion:
Once a company realizes that their support teams don't need to be at the HQ anymore, that the teams are inefficient and (oh shit!) they want to (try and) be profitable, it makes a lot of sense to move the customer service team to a lower cost location, or outsource it entirely. there's a reason most large, mature corporations do it.
[+] [-] mcphage|10 years ago|reply
[+] [-] smitherfield|10 years ago|reply
[+] [-] jchonphoenix|10 years ago|reply
Working in a commodity job means less opportunity. It's the same reason not every company has Uber's valuation. Pay is (roughly) correlated to value.
[+] [-] graeme|10 years ago|reply
What's the actual average cost of a support request? $30 seems like it would eat up annual profits of a lot of services fairly quickly.
[+] [-] jschwartzi|10 years ago|reply
This is why many companies make it hard to call them.
[+] [-] payMDgovt|10 years ago|reply
[+] [-] angmarsbane|10 years ago|reply
Why are they associated with women? Where does that stem from?
[+] [-] dtinsley|10 years ago|reply
[+] [-] HillRat|10 years ago|reply
[+] [-] GFK_of_xmaspast|10 years ago|reply
[+] [-] hanswesterbeek|10 years ago|reply
[+] [-] alexnewman|10 years ago|reply