Make sure customers have the information they need to be successful with PostHog and deliver it in a way which sparks joy.
Hit our expanded SLAs while keeping CSAT stable (Marcus + Steven)
- Rationale: Reliable support = Good support.
- What we'll ship: Grow the team, train other teams.
- We'll know we're successful when: 80% SLA achievement or above for all Normal and High priority tickets. CSAT average does not fall below 4.1 (4.6 at start of Q3).
Level up our processes and automations (Steven)
- Rationale: Good processes = Fewer tickets, happier users.
- What we'll ship: Zendesk improvements (domain problem, bounced emails etc.), MaxAI v2, handbook definitions (incl. definitions of what we don't support), team tracking.
- We'll know we're successful when: MaxAI v2 feels worth keeping and incoming tickets aren't getting out of control.
Make sure we have successful launches for new products (Joe)
- Rationale: More products = More revenue.
- What we'll ship: A launch plan for each product with agreement from the relevant teams.
- We'll know we're successful when: We're successfully completing all launch plans.
Continue supporting CS & Sales (Joe)
- Rationale: There's a lot of things still left to do.
- What we'll ship: See issue.
- We'll know we're successful when: We're effectively processing deals of all sizes and up/cross-selling users into new features.
Onboard community manager (Joe)
- Rationale: More WOM = More growth
- What we'll ship: Hire someone!
- We'll know we're successful when: They've found two influencers we can work with successfully.
Side quests
- Run another YC S24 campaign, but with less direct work (Joe)
Metrics we care about
- SLA performance for all teams
- One-touch ticket rate
- Email performance