Playbook for Hiring Remote Support Contractors at Drift
Over the past year and a half, we've hired 7 different remote support contractors to help our customers.
5 of them have been phenomenal ([Redacted])
1 of them couldn't keep up with the technical angle of things
1 was immediately a bad fit (this was the very first hire I made that I learned from)
This program has scaled out to give us, as of January 17th, 2018, coverage M-F from 3am-9pm ET, and Sat-Sun from 9am-5pm (who covers which hours [link redacted]).
We're relatively close to 24/7 support, which is super exciting...just a few more hires and we'll get there.
When to hire
Keep an eye on volume in the success inbox...that is the leading indicator.