Strong foundations, smarter scaling: A modern framework for support teams
Scaling support without sacrificing quality is one of the toughest challenges operations and support leaders face today.
Join us for an insightful & practical session combining expert insights with real-world case studies!
By the end of this session, you’ll...
💡 Discover the 'Support Hierarchy of Needs' - a framework for scaling support that balances efficiency, quality, and growth.
🤖 Learn the roles and systems required to make AI adoption work in the real world
📈 Explore how to evolve your team into a strategic, insight-generating function
🛠️ Leave with concrete tactics you can immediately bring back to your teams
You should join us if you’re...
✅ Leading Support, Operations, or Customer Success at your org (Director level and above)
✅ Looking to balance efficiency with quality, embrace AI adoption, and evolve into a strategic, insight-generating function
This session is most useful for growth-stage orgs of 150+ employees and beyond, but smaller orgs will also gain valuable insights for scaling.
You’re unlikely to benefit if...
🚫 You don’t work in Support, Operations, Customer Success, or other customer-facing functions
Event details 📝
(Agenda may be adjusted as needed)
Welcome & intro | 7–10 min
The 'Support Hierarchy of Needs' framework | 10 min
Case study: How Front supports 9,000+ customers with a lean, modern approach | 10 min
Pre-submitted & live Q&A | 10 min
Wrap-up | 2 min
This session will be recorded, including the Q&A. If you'd prefer any part of your question or comment to be kept off the recording, just let us know (either during or right after the session) and we’ll make sure it’s edited out.
The recording will be shared with all Operations Nation Members. You do not need to sign up to get the recording.
Meet our speaker 👋
Kenji Hayward
Sr. Director of Customer Support @ Front
Kenji is Senior Director of Customer Support at Front, with a career spanning leadership roles at tech companies including Fluxx and Revel Systems.
Inspired by the Japanese concept of ikigai (purpose and joy in work), he has built and scaled award-winning support teams recognised with multiple Stevie Awards.
His expertise lies in smart scaling, innovative metrics, and aligning customer experience with business goals. Certified in AI business strategies, Kenji blends traditional values with modern methodologies to make customer support a true driver of loyalty and growth.
Together with Front 🙌
Front empowers operations teams to streamline communication, ensuring exceptional support and seamless efficiency that drives business growth. ✨
Front is on a mission to enable five-star customer service for every team, every day. 🚀
Relationships are hard to maintain when a business grows. That’s why they've built the AI-powered, all-in-one customer service platform built for collaboration. 🙌
Front has reimagined the ways teams communicate with customers, across all your channels, to bring customer conversations into the center of your business. 💬
Today, more than 9,000 organizations rely on Front to drive growth and deliver exceptional customer service at scale. ⭐
Want to know more? Click here to request a personal demo! 👀