Head of Support
How I build a customer support department, lead 5 team leads and 50 agents, and run it like a project
Price
$39.99
- PDF, 35 chapters + 6 case studies + 19 templates and worksheets
- One-time payment
- Download link by email after payment
- 14-day money-back guarantee
When I was head of customer support, I ran a department that served both B2B partners and B2C travelers, in several languages and around the clock. Nobody gave me a manual. I learned by building it, breaking things and fixing them with my team leads.
This book is the manual I wish I had: how I designed the department, launched it as a project, hired and led 5 team leads and 50 agents, and used one dashboard to see problems early, act fast and prove what worked. Every chapter shows the real numbers, the analysis and what I did next.
If you are a team lead who wants the next step, or a manager who has just been asked to build support from zero, this is for you.
35
Chapters
6
Included resources
233
Pages
Read on any device
About the book
Build the department, then lead it
A complete, practical guide to building and leading a customer support department for B2B and B2C customers. Design the organization, launch it as a 90-day project, hire 50 agents and 5 team leads, run daily operations with clear staffing math, quality checks and escalations, report to executives, and use your dashboard to find problems, act and prove the result. Written from first-hand experience as head of customer support.
Who it's for
Team leads aiming higher
See the whole job of a head of support before you get it: structure, hiring, budgets, dashboards and leading other leads.
New support managers and heads of support
Use the 90-day plan, the staffing math and the templates to build or fix a department with confidence.
Founders and operations leaders
Grow support from a few people to 50+ without losing quality, and report its value in numbers executives trust.
What you'll learn
Everything a head of support has to get right
Organization design for 5 team leads and 50 agents, with role cards
The Support Charter and a 90-day build plan, run like a real project
Hiring 50 agents without lowering the bar, plus a 4-week training academy
Leading team leads: daily stand-up, weekly 1:1s, decisions and coaching
Staffing math step by step: tickets, handle time, occupancy and shrinkage
The head of support dashboard: 9 KPIs with formulas
How I read the dashboard, find the root cause, act and check the result
Growing the product from customer conversations and contact reasons
B2B and B2C support side by side: SLAs, accounts, escalations, team skills
Look inside
Real pages from the book
These pages come from the free chapter. Open one to read it at full size.
Table of contents
35 chapters, 6 case studies and a full toolkit
- ·How to use this book
- ·Introduction
- 01Designing the department (chapters 1 to 5)
- 02Building it like a project (chapters 6 to 10)
- 03Building the team (chapters 11 to 16)
- 04Running daily operations (chapters 17 to 22)
- 05Leading across and up (chapters 23 to 26)
- 06Growing the department and yourself (chapters 27 to 30)
- 07From dashboard to decision (chapters 31 to 35)
- 08Case studies from the department
- 09The head of support toolkit
- ·Final chapter. The head of support you want to become
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More practical ebooks
By Abdessamad Ghanem
Head of Support
PDF, 35 chapters + 6 case studies + 19 templates and worksheets · 233 pages
Questions before you buy
- What format is the ebook?
- A PDF of 233 pages (35 chapters + 6 case studies + 19 templates and worksheets). It opens on a computer, tablet or phone, and you can print it.
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