I built my CS career ignoring even the existence of metrics or reports.
When I first started building the customer support team at lempire, it was just me, wearing multiple hats and juggling responsibilities.
Surprisingly, despite being a one-woman show, we received so many glowing reviews for our customer support.
But here's the thing: I had no idea what our metrics looked like back then. Why? Because I wasn't tracking them - I didn't have reports.
I didn't even know what metrics are relevant for CS.
I was new to running a full CS team, and to be honest, numbers were not one of my concerns at that point.
My focus was singular: helping people.
Jumping from tickets to calls constantly, not just serving as a product expert, but as someone who genuinely cared. I was providing unexpected value—offering revisions, campaign advice etc., even when no one asked for it.
That’s what truly elevated my role in customer support, as well as my knowledge and skills.
What I learned;
👉 Caring beats metrics: Initially, my focus wasn’t on numbers but on people and that made all the difference.
👉 Surprise and delight: Going the extra mile—like offering advice or revisions—builds trust and loyalty.
👉 Customer-first mindset: In the end, you are helping people build a business, hence you are helping them feed their families. You are impacting far more, than what is visible.
Now, my role has evolved, and so has my team.
We’ve grown to a 15-person CS powerhouse, handling many more clients and products.
Naturally, my own goals have shifted with my role, and yes, I do rely on metrics and reports now.
But here’s the advice I give to my team and all the reps out there:
💎 Don't focus on the metrics—focus on helping.
It’s my job to track the numbers; their job is to go the extra mile for customers and only care about assisting the user. I handle the rest and take on myself all the other concerns.
Hope this post will help some reps starting from scratch or trying to find their way to level up 💙
#CustomerSupport #Leadership #TeamGrowth #CustomerExperience #lempire #lemlist #CustomerSuccess #StartupJourney #lempire #taplio
Real estate & mortgage technology executive
3moSuper-excited for these new colleagues. The beginning of a new & exciting next chapter!