Building and Scaling Support Teams Questions

Covers hiring, onboarding, training, and scaling practices for customer support teams. Candidates should describe how they define candidate profiles and interview rubrics, identify core competencies to hire for, design an inclusive hiring process, build onboarding curricula and ramp plans, set clear expectations and service level agreements, create training programs and knowledge base content, establish performance metrics and coaching cycles, and plan headcount and organizational structure to match demand. Also includes career ladders, diversity and inclusion practices, and techniques for maintaining culture and quality as the team grows.