Webinar recap: 5 tips for support operations leaders

Support operations leaders are at the heart of building efficient, scalable, and people-centric support teams. Whether you're fine-tuning your workforce strategy or tackling complex ticket workflows, the right approach can make all the difference.

In a recent webinar, Sam Dehart, Assembled’s Product Community Manager and former Support Operations Manager at Imperfect Produce, shared five essential tips to help support ops leaders thrive. Drawing on years of firsthand experience, Sam outlined actionable strategies for optimizing your processes, improving team outcomes, and making a tangible impact across your organization.

Tip #1: Know your data inside and out

Data is the lifeblood of support operations, but it’s not just about collecting numbers — it’s about knowing what the data is telling you and how to act on it. As Sam emphasized in the webinar, understanding your data thoroughly allows you to identify patterns, pinpoint inefficiencies, and make smarter decisions that improve both customer and team outcomes.

A common trap for support leaders is focusing solely on individual tickets or interactions. While delivering great customer service is critical, it’s equally important to take a step back and look at the bigger picture. What trends are emerging from your ticket data? Are there recurring issues that account for a significant portion of your contact volume?

For example, imagine discovering that 30% of your ticket volume comes from a single issue. This insight empowers you to focus your efforts upstream — whether it’s advocating for a product change, implementing new macros, or exploring AI solutions to address that issue more efficiently. Beyond solving the problem, you can then track the impact of your changes. Did your efforts reduce contact volume for that issue? Did it improve your team’s efficiency or average handle time?

Knowing your data inside and out doesn’t just help your team — it strengthens your voice as a leader. By backing your recommendations with data-driven insights, you’re better equipped to rally cross-functional support and demonstrate the value of your initiatives to the broader organization.

It’s not about having all the answers right away — it’s about consistently asking the right questions, diving into the numbers, and turning insights into impact.

Tip #2: Identify and work to solve org-level problems

Support operations leaders don’t just keep the wheels turning — they drive meaningful change by addressing challenges that impact the entire organization. As Sam highlighted during the webinar, the best support ops strategies go beyond team-level improvements to tackle the root causes of inefficiency or friction across the company.

This starts with understanding that many of the challenges your team faces don’t exist in a vacuum. For instance, if your support team is inundated with questions about a confusing billing process, it’s not just a support issue — it’s an organizational one. Solving it might involve collaborating with product, engineering, or even finance to streamline the customer experience.

When you frame problems as org-level issues, you shift the narrative from “support’s problem to fix” to “a business opportunity to solve.” This approach strengthens cross-functional collaboration and can lead to more scalable, impactful solutions. For example, partnering with product teams to address a recurring issue could result in a long-term fix that reduces contact volume and boosts customer satisfaction.

Sam also emphasized the importance of communicating the broader implications of support data. For example, if a recurring issue costs your team hundreds of hours in ticket handling each quarter, quantify that impact in terms of dollars or other key metrics. This turns your team’s challenges into a business case that resonates with stakeholders across the organization.

Support operations leaders are uniquely positioned to be connectors and problem-solvers, using data and insights to drive improvements that ripple outward. By thinking at the organizational level, you’re not just solving today’s problems — you’re setting the stage for sustainable growth and better outcomes for both your team and your customers.

Tip #3: Start by measuring before setting goals

Before you can set meaningful goals for your support operations, you need a clear picture of where you stand today. As Sam explained in the webinar, measurement is the foundation of progress — without it, you’re navigating in the dark.

The first step is to assess your current metrics and processes. What are you already tracking? What’s missing? Start with the basics: response times, resolution times, customer satisfaction (CSAT), and staffing efficiency. These numbers provide a baseline and help you identify areas that need attention.

Sam emphasized that it’s important to focus on accuracy over perfection. You don’t need a perfect data set to start measuring. Instead, get comfortable with the idea that your initial findings may reveal gaps or inefficiencies — and that’s okay. The goal isn’t to judge your team’s performance but to establish a starting point for improvement.

Once you’ve collected your baseline data, you’ll be in a stronger position to set goals that are both realistic and impactful. For example, if your average response time is 15 minutes, it might not be feasible to aim for a 5-minute response time right away. Instead, focus on incremental improvements that are achievable with your current resources, like reducing response time by 20%.

This measurement-first approach also sets you up for better stakeholder buy-in. When you can demonstrate where you started and show a clear plan for improvement, it’s easier to secure the support you need — whether that’s additional headcount, technology investments, or buy-in for operational changes.

Remember: the path to improvement starts with understanding. By prioritizing measurement, you’re laying the groundwork for smarter, more effective goal-setting that drives both immediate wins and long-term success.

Tip #4: Plan for the team you have, not the team you want

It’s easy to dream about the perfect team — one with specialized roles, endless resources, and all the tools you could ever need. But as Sam pointed out in the webinar, the reality is that you need to focus on what’s possible with the team you have today.

Start by understanding the strengths and limitations of your current team. What are they great at? Where do they need support? This isn’t about pointing out flaws — it’s about being realistic and honest about your starting point. By recognizing what your team can handle right now, you can set them up for success instead of overloading them with unrealistic expectations.

Sam highlighted the importance of aligning your planning with your team’s capacity. For example, if your team is small, they may not be able to manage a complex workforce management system or tackle an ambitious new project right away. Instead, focus on immediate priorities and build toward your ideal state incrementally.

It’s also critical to factor in team morale. Asking a team to operate as if they’re twice their size or take on tasks outside their expertise can lead to burnout. Instead, find ways to work smarter, not harder. Lean on technology, optimize processes, and look for creative ways to redistribute workload without sacrificing quality.

Planning for the team you have doesn’t mean giving up on your vision for the future. It’s about making the most of your current resources while keeping an eye on long-term growth. Over time, as you secure additional headcount, tools, or budget, you’ll be better positioned to evolve your team in a way that feels sustainable and strategic.

By focusing on what’s possible now, you’re creating a foundation for realistic, achievable progress — and giving your team the confidence to deliver their best work.

Tip #5: Use technology and other strategies to plug the gaps between today and your ideal state

Every support operations team feels the pull between their current state and the team they aspire to be. As Sam shared during the webinar, bridging that gap often requires a mix of creativity, smart technology, and strategic prioritization.

Start by identifying the most pressing challenges that stand in the way of your team’s efficiency and success. Are you struggling with inaccurate forecasts (we have a handy template for that), high attrition, or clunky manual processes? Once you’ve pinpointed the pain points, consider how technology can help alleviate the strain.

Sam highlighted that tools like workforce management software can automate time-intensive tasks, improve accuracy, and free your team to focus on more strategic initiatives. But technology alone isn’t a magic fix. It’s just one part of the solution. Pair it with thoughtful processes and a culture of continuous improvement to maximize its impact.

Another strategy Sam suggested is building a roadmap of incremental improvements. Rather than overhauling everything at once, look for quick wins that move the needle in meaningful ways. For instance, implementing a real-time adherence tool might not solve all of your forecasting challenges, but it could immediately boost agent accountability and schedule efficiency.

Lastly, don’t overlook the human side of plugging gaps. Leverage cross-functional partnerships to share resources, seek buy-in for investments, and ensure alignment across teams. A little collaboration can go a long way in making the most of what you have while building a case for what you need.

Bridging the gap between today’s reality and tomorrow’s ideal state is an ongoing process. By using technology thoughtfully, prioritizing strategically, and staying flexible, you can steadily drive your team closer to its full potential.

Take your support ops from good to great

Support operations leaders are navigating an increasingly complex landscape — rising customer expectations, tighter budgets, and growing demands to prove ROI. Add to that the need to effectively leverage AI and outsourcing while maintaining a seamless customer experience, and it’s clear the role isn’t getting any easier.

That’s where workforce management software can make all the difference. By equipping leaders with the tools to deeply understand data, forecast demand, and create plans that balance in-house teams with outsourced partners, WFM software helps you rise to meet today’s challenges.

Curious how workforce management software can elevate your team? Explore a self-guided demo of Assembled Workforce Management to see how it all comes together.