Super Unlimited · B2C · free VPN app
Have the head of support report to the head of product
Guest says product hears about problems right away; no numbers
Workedteam-processcustomer-support
What they did
Head of support reports to head of product. Recurring questions and complaints become UX, communication, education, onboarding or service-quality fixes; regional ticket spikes (e.g. many service-quality tickets from Uganda) reach product immediately instead of via a monthly KPI review.
What happened
Faster feedback loop from support to product/engineering (claim).
In their words
Sub Club by RevenueCat · How the World's #1 VPN App Reached 1 Billion Downloads – Tanuj Chatterjee, Super Unlimited“The head of support reports to our head of product”
“"I'm in Uganda and I'm starting to see a lot of service quality tickets." Product should know first right away”
Related topics
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