Customer Support Operations Blog

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Behind the Scenes of World-Class Support Operations: Lessons from Salesforce & Gong

For the past eight years, I’ve had a front-row seat in the world of Customer Support Operations—first at Salesforce, one of the largest SaaS companies, and then at Gong, a rapidly growing startup. At Salesforce, I was one of hundreds in a massive support machine. At Gong, I was a one-person Ops team, building everything from scratch.

At Salesforce, I led programs to analyze case trends (Top Case Drivers), helped integrate support operations after acquisitions, and ran the New Product Introduction (NPI) program—no small feat with the sheer number of product releases each quarter.

Then came Gong. When I joined, support was a scrappy team with no case escalation process, no global presence, no AI tools, and a basic Zendesk setup. The leader who hired me had built a strong foundation (shout out to Josh, IYKYK), but as the company scaled, it was time for reinforcements. I jumped at the chance to build from the ground up at a hypergrowth startup.

Together, we deprecated the email channel, implemented an AI chatbot, removed login barriers to documentation, built a global support team, and designed an escalation process—all of which contributed to a consistent 98% customer satisfaction rating. Over 3.5 years, I helped scale an award-winning support org through leadership changes, growing pains, and exciting challenges.

Now, I want to share my experiences—the wins, the mistakes, and the lessons learned in building world-class support operations. If you’re in the Support Ops world (or just curious about the behind-the-scenes work that makes great support teams tick), this blog is for you.

👉 Follow along, drop a comment, and let’s geek out about Support Ops.
Special thanks to Omid Razavi, one of our industry’s most connected CX leaders, founder of SuccessLab, for encouraging me to put these insights on paper, or should I say, digital paper. 😎