Customer Operations at Scale
Establishing the customer success function from the ground up at a fast-growing startup
The Starting Point
When I joined allUP, I was brought in to own the customer success function. It was still in its early stages—we had a few trusted templates, but no formal system for handling user communication, so responses were created ad-hoc without consistent structure or documentation.
What I Built
I created a comprehensive template library in Notion, organized by priority based on message frequency. This became our CS dashboard—a single source of truth for candidate communication.
Each template was written manually, covering FAQ responses, common questions, and edge cases. This included templates for both email replies and direct in-app responses to candidates. Responses often required pulling information from multiple sources—company admin, Customer.io, candidate profiles, Retool—so having organized templates was critical.
I also implemented Front tags to categorize incoming messages, which laid the groundwork for AI-powered tagging later on. High-priority messages were routed into separate folders, making it clear at a glance whether something needed a quick template reply or manual review.
The Impact
The team now had a unified knowledge base for candidate communication, with consistent structure across all responses.
- Workflows became organized with clear prioritization
- Historical tracking enabled pattern analysis across support data
- Anyone on the team could step in when needed, since priority levels and templates were clearly documented
- The tagging system laid the foundation for future AI automation
- Established a scalable CS operation that could grow with the company
The patterns I identified in support emails also informed our FAQ content, working with marketing and design to address common questions proactively.