Conference Presentation

Braze Anatomy: Building a Support Organization at a High-Growth Start-Up

This report is for members only

Ask about TSIA membership to access.

Already a TSIA Member? Sign In.

If you could build a support organization from the ground up, what would you do differently this time? Take an insider's look at the successes and setbacks while building the support team at Braze, a fast-growing start-up that has over 1.5 billion monthly active users and sends tens of billions of personalized messages every month. How do you deliver support at scale while maintaining a personalized experience for your customers and also your employees? This presentation is not about best practices, it's about exploring the journey of a fledgling support organization finding its wings in the midst of a rapidly scaling start-up, and the lessons that were learned along the way. This is a "roll up your sleeves" view of what went well, what didn't, and the practices that led to significantly improved response times, resolution times, and employee retention during the first 365 days of the Braze Support Department.

Presented By:

Jesse Hoobler

VP, Global Technical Support, Braze

Publish Date: October 22, 2019

TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.

Peg Rodarmel, SVP, Subscription Services, Infor

Experience Our Community

Our thriving community of 35,000 services leaders rely on TSIA insights every day.