Optimizing Customer Support System for Analytics @Subject

Improved tagging systems and visibility between support and success teams at Subject, enabling data-driven insights and smoother onboarding.

Snapshot Achievements 🎉

🛠️ Reduced intern onboarding time by 30%, from 3 weeks to 2 weeks

📊 Built analytics dashboard, making end-of-month reporting 2x faster

🪢 Established ticket escalation and tagging system, documenting 3 support blindspots.

The Client

Subject is a fast-growing Series A education tech startup (team of 20) revolutionizing online education with a cinematic curriculum designed to better engage and empower students.

The Challenge

As Subject scaled its support team with new interns, a gap emerged:

  • Customer Success Managers had low visibility into what users were struggling with (in the Intercom channel).
  • Recurring support issues were going unnoticed due to lack of analytics.
  • Support interns lacked a consistent framework for tagging and escalating issues in Intercom.

What I Did

    1. On-the-Ground Customer Support:
      • ‍Worked frontline in Intercom chat, identifying common pain points, gaps in escalation flow, and missed tagging opportunities.
    2. Documentation + SOPs:
      1. Created clear, step-by-step tagging guidelines and escalation SOPs for interns, improving consistency and training speed.
    3. Tool Research: Explored Intercom’s tagging, reporting, and analytic features to ensure our tagging structure would translate into actionable insights.
    4. Cross-Team Collaboration: Worked directly with the Operations Manager, presenting async updates and co-developing a presentation for the VP of Operations.

    • *Recreated for confidentiality

    Outcomes & Impact

    I was able to lead initiatives that achieved those goals.

    1. Enabled the Ops Manager to clearly report user trends to leadership
    2. Improved new intern onboarding and standardization of responses
    3. Made support operations more data-driven, surfacing weekly recurring issues
    4. Strengthened cross-team visibility, ensuring faster issue resolution and better student/teacher experience

    ‍

    *Recreated for confidentiality

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