When should we hire our first SaaS Support person?

As a SaaS startup founder, you’re used to wearing many hats — including customer support. But at some point, managing support inquiries will start pulling you away from critical tasks like product development, sales, and fundraising. So, when is the right time to hire your first SaaS Support person?

Key Indicators It’s Time to Hire

Look for these signs that it’s time to bring in dedicated Support:

1. Rising Customer Inquiries

   • Volume Spike: If you're handling more than 10-15 customer tickets, emails, or chat requests daily, your team is stretched thin.

   • Multiple Channels: If customers are reaching out through various channels (email, chat, social media), consistent management becomes essential.

2. Team Burnout

   • If you or your developers are spending more time answering support tickets than building features, it’s a clear sign you need help.

3. Onboarding Challenges

   • If onboarding new customers requires significant time and prevents your team from focusing on growth, a Support person can step in.

4. Churn or Negative Feedback

   • Increased customer churn or complaints about slow responses are major red flags.

     
     

Key Milestones to Watch

These common business milestones often signal the need for a dedicated Support hire:

1. Product-Market Fit Reached

   • A steady stream of paying customers and predictable growth mean it’s time to invest in support scalability.

2. Post-Launch Surge

   • After launching your product or a significant feature, expect a surge in inquiries.

3. Revenue Targets Met

   • If revenue supports operational scaling, hiring Support is a wise next step.

4. Expanding Sales & Marketing

   • As your customer acquisition efforts ramp up, Support will ensure those customers stay engaged and satisfied.

     
     

Hiring Considerations

When planning your first Support hire, consider:

1. Leadership Needs

   • If budget allows, consider hiring an experienced leader to design and launch your support strategy.

     1. Alternatively, a consultant or fractional leader can quickly get things up and running, handle tooling selection and configuration, and help hire the right people.

2. Role Scope

   • Generalist: If you need broad coverage, hire someone who can handle product support, onboarding, and documentation.

   • Specialist: If your product is highly technical, consider a Support Engineer with the right expertise.

3. SaaS Support Hours

   • Start with a part-time or contract role if ticket volume is moderate.

   • Upgrade to a full-time role when product complexity or request volume demands it.

     
     

Early Hire Responsibilities

Your first Support hire should be ready to:

• Respond to customer inquiries quickly and professionally.

• Troubleshoot and resolve basic technical issues.

• Gather and share customer feedback on pain points.

• Create and maintain Knowledge Base articles.

• Collaborate with Product and Engineering on bugs and feature requests.

  
  

Risks of Delaying the Hire

Waiting too long to hire can lead to:

• Customer Frustration: Delayed responses cause churn and negative reviews.

• Team Burnout: Your team will struggle to balance support and product development.

• Lost Revenue: Slow onboarding and poor service can mean missed sales opportunities.

  
  

Customers that have an amazing support experience are more likely to renew, regardless of product issues (to a certain extent). However, customers that receive bad support are more likely to churn even if you have an amazing product.

Action Plan for Founders

To prepare for your first Support hire:

1. Audit Current Workloads: Track how much time your team spends on Support tasks.

2. Set Hiring Criteria: Define the skills, responsibilities, and coverage you need.

3. Budget for Tools: Consider using platforms like Zendesk, Intercom, or Freshdesk to streamline workflows.

Final Thoughts

Hiring your first Support person is a milestone that can unlock your startup’s potential by allowing your core team to focus on growth while ensuring a great customer experience. Keep an eye on these indicators and plan proactively for a smooth transition.

Would you like deeper insights on creating a job description, interview questions, or onboarding plans for your first Support hire? Drop your questions in the comments!