How Marley Spoon scaled support from 15 to 150 people
- 15 → 150
- support experts
- 8
- countries served
A meal-kit service serving 5 million households across 8 countries centralised customer service while managing remote sub-teams on three continents.
The situation
Marley Spoon serves over 5 million households across 8 countries. Its customer service team grew from 15 people to 150, spread across Europe, Australia and the United States, with the centre of gravity moving from Berlin to Lisbon.
During hypergrowth of that shape, the hardest thing to hold onto is visibility. Remote sub-teams on three continents will drift apart on standards unless something actively holds them together.
What changed
Automated real-time insight and QA gave the team one view across every region, rather than each sub-team reporting its own numbers in its own way.
The result
Support scaled tenfold across eight countries without fragmenting into eight different definitions of good service.
Interviewed: Melanie Lange, Head of Customer Communications Operations Excellence, Marley Spoon.
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