Scaling And Managing Support Teams Ep.2 Scaling Support Teams the Smart Way: Insights from Stephen Ng on Efficiency, KPIs, and Leadership

In the second episode of our Scaling and Managing Support Teams series, we sit down with Stephen Ng, Senior Director for Global Support and Customer Advocacy at Splashtop, to explore the secrets of scaling support operations efficiently while maintaining high-quality service. Stephen brings over 30 years of experience managing both domestic and international support teams, and he shares his expert strategies for improving processes, leveraging KPIs, and aligning support with product development. If you’ve ever struggled with balancing growth, costs, and customer satisfaction, this episode is for you. Learn how to turn your support team into a strategic asset!

𝐊𝐞𝐲 𝐓𝐚𝐤𝐞𝐚𝐰𝐚𝐲𝐬:

• Discover why simply adding more people is not the solution to scaling.
• Learn how to use KPIs effectively to measure success and improve performance as your support team scales.
• Understand how integrating your support team into the product development process can boost customer retention and even open up new sales opportunities.
• Explore how to transform your support team from a cost center into a revenue-generating arm of your business.
• Hear how strong leadership and open communication can keep team morale high, even in the face of rapid growth.

Looking to optimize your support operations?

Telework PH is here to partner with you on building a high-performing, scalable team that aligns with your business goals.

Discover the possibilities at www.teleworkph.com, or connect with Jeff Thompson on LinkedIn to explore how offshore outsourcing can elevate your support strategy.

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