SaaS Startup Scaled its Customer Support Team Efficiently 

About the Company This SaaS startup scaled its customer support team with Onefinnet, allowing them to enhance their service offerings and improve customer satisfaction significantly. Learn how this SaaS startup scaled its customer support team efficiently to achieve these results.

A VC-backed SaaS startup providing productivity and workflow tools to remote teams across the globe. With the user base growing 20% month-over-month, customer support was becoming a strategic priority. The company had a lean operations team of under 50 people but needed to build a high-quality support function rapidly. 

The Hiring Challenge 

The company needed to ramp up customer support hiring, but ran into three major roadblocks: 

• Urgency vs. quality: They needed to hire quickly without compromising on candidate quality. 

• Talent scarcity: Their niche tool requires reps with tech affinity and strong communication skills, making it hard to find the right fit. 

• Limited HR bandwidth: With no internal recruiter, founders were spending valuable time screening and interviewing. 

The Onefinnet Solution 

Onefinnet offered a plug-and-play solution for their urgent hiring sprint: 

• Identified specific support role needs and created a rapid-hiring plan. 

• Provided access to a pre-screened talent pool with prior SaaS and ticketing experience. 

• Used Onefinnet’s dashboard to coordinate interviews and feedback asynchronously. 

• Delivered detailed readiness reports and video profiles to cut down founder time. 

The Transformation 

The results exceeded expectations: 

• Time-to-fill for support roles reduced from 4 weeks to 1.5 weeks. 

• Founders saved 25+ hours of manual screening and coordination. 

• 90% of new hires completed onboarding KPIs within 30 days. 

• Customer satisfaction scores (CSAT) increased within the first quarter post-hiring. 

Timeline: Lean, Fast, and Focused 

Week 1: Discovery call, intake forms, role mapping 
Week 2: Candidate submissions, rolling interviews 
Week 3: 5 hires completed, onboarding launched 
Week 4+: Ongoing pipeline and success tracking