Discussion: Funding the Customer Support Workstream (round 2)

Mission: Delight and educate customers as they navigate and experience The ShapeShift DAO while gathering their feedback on the experiences.

Changes from previous funding round (PAY ATTENTION TO THIS SECTION):

  1. This funding round is requesting an additional 2 months to the typical 6 month proposal due to Workstream Leader - cryptohmeg’s maternity leave that falls right at the time a new proposal would be due. To prevent interruptions in the team’s work and payroll, we’d like to request a one-time addition of 2 months to our proposal. Starting in 2023, our proposals will be 6 months at a time.
  2. Total funding request is approx 6500 USD less per month than the initial proposal. This is due to cutting back on support staff and reducing the Workstream Leader’s salary, benefits and scope.
  3. Workstream Leader’s role and salary have changed significantly. Responsibilities have been reduced to payroll, proposals, and leadership management. Other ancillary responsibilities have been passed to leadership team members (laid out in revised job descriptions below). Salary has been reduced by roughly 50%.

Our first few months as a DAO workstream was stellar. Here are some performance highlights from our team:

  • Trust Pilot score increased from 3.7 > 4.0 stars!
  • Total Resolution Time was reduced by 80%!
  • New Product and Tokenomic communication lines were opened and organized!
  • New DeFi training workbook was dreamed up and is now 75% complete!
  • 12 new helpdesk articles have been published!

Goals for this proposal period:

  • Create and maintain a self-service helpdesk using Zendesk.
  • Provide a streamlined ticketing system that operates 7 days a week (via Zendesk and Discord)
  • Sustain a 48 hour first response time for all user inquiries.
  • Increase total number of mobile app and Trust Pilot reviews. .
  • Consistent data reporting on customer support interactions, satisfaction, feedback, and bug reports.

Success Metrics:

  • Monthly Quality Assurance score 95%+
  • Monthly Customer Satisfaction Score 95%+
  • Helpdesk Content audited and updated monthly.
  • Monthly Customer Support Workstream calls held to review product changes, support protocol changes, and quality assurance awards.
  • 5+ app or Trust Pilot reviews each month.

Budget: DAO Support Budget Worksheet

  • Payouts will happen on schedule with DAO workstreams
  • Unused Chua Award payments will roll to the next funding round for the workstream

What are Chua Awards? Myleene Chua was an agent with the ShapeShift Customer Support team for 2.5 years. She unfortunately passed Sept 17, 2021. We wanted to remember her as she was a longstanding member of the team. She was sweet, kind, and loyal to her role. Now our monthly performance awards will be named after her. <3

Staffing:

  • Workstream Leader (parttime) - 1 @cryptohmeg

  • Data & Quality Assurance Manager - 1 @ssmarc

    • JD: Data/Quality Assurance Manager - JD - Google Docs
    • The DQA Manager manages all things productivity and performance with the support staff. Monthly meetings will be held with the entire support staff to review scores, train on product changes, and discuss common roadblocks. This role will also hold monthly community calls and be available throughout the week for any data sharing for workstreams who need it.

This role is also on the “leadership team” of Customer Support.

  • Helpdesk Manager - 1 @mogie
    • JD: Helpdesk Manager - JD - Google Docs
    • The helpdesk manager creates and oversees the creation, editing, and auditing process of our helpdesk content.
    • The Helpdesk Manager will also manage all US-timezone product meetings that require support representation (ie: No/No Go’s, Governance Calls, etc)

This role is also on the “leadership team” of Customer Support.

  • Support Staff Managers - 2 @ss-jules & @donna
    • JD: Customer Support Team Manager - JD - Google Docs
    • Managers’ main role is to ensure quality support and training are provided to all support agents.
    • This proposal period one of the main special focuses of this duo will be cross-team communication. Both have built the foundations between Tokenomics and Product. This period we will continue to streamline product releases through this communication line.

This role is also on the “leadership team” of Customer Support.

  • Support Agents - 6
    • JD: Customer Support Agent - JD - Google Docs
    • We have reduced our agent headcount from 7 > 5 to reflect our support needs at this time. I have added in the budget an additional headcount in the event we need to hire a new agent in the coming 8 months.

Sample agent schedule:

All positions except for the Helpdesk Manager and workstream leader will continue to be contracted through Liberty Virtual Assistants.

The main vendor cost is for Zendesk. ShapeShift, Inc is grandfathered into a legacy Enterprise Plan with Zendesk which means we have access to the Zendesk Suite for only $125/pp billed monthly.

Total Funding for 8 months:

Total funding needed broken down by month of proposal:

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We received some news today that our amazing Data and Reporting Manager, @ssMarc, will be resigning - for personal reasons. This came as a surprise so the team and I will be taking the rest of the week to rework our immediate needs within the scope of his role and finding out if we need to add this as an open position or increase the responsibilities of other team members. We will post pone our ideation post to next week so we can take the time to make the right call.

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Thank you for your time with the DAO @ssMarc and I wish you the best of luck in what ever your life may bring!

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