There are two non-negotiable qualities this person must have: 1) They have to be personally and professionally aligned with what the founders want and are looking to get out of customer service and 2) they need to have a perfect balance of operations acumen and people skills. You just have to find the right person to lead it.
There are a number of advantages to establishing a strong CS presence from the start, including a much stronger product roadmap. But even if you’re a B2B play, this is a huge mistake, says Kilian. Make a Great First HireĪ lot of startups are so focused on product and engineering that customer service is automatically de-prioritized. In this exclusive First Round Review interview, she explains step-by-step how a startup can build a winning customer service team, starting from the very first hire through hyper-growth. Now VP of Customer Service, she’s seen a lot go right, a lot go wrong, and has learned a ton along the way. But they owe a lot of this success to one core differentiator: Their emphasis on excellent customer service.Įnter Dana Kilian, one of the company’s earliest hires, who has built an enviable customer service arsenal that still provides personalized service over the phone for a customer-base of millions. It turns out they were right, pulling in $200 million in funding, and acquiring two companies of their own last year.
But Co-founders Kevin and Julia Hartz were convinced there was a niche in the market for smaller event organizers. When Eventbrite launched in 2006, it took on some goliath competitors - Ticketmaster and StubHub among them.
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