Surfboard raises $5m to supercharge collaboration in Customer Support teams

This post is by Anamaria Iuga from Seedcamp

The shift to remote work for the customer service industry during the Covid-19 pandemic is here to stay. With it comes previously unforeseen challenges, in particular: isolation, a loss of work-life balance, and pervasive workforce surveillance. Spreadsheets and archaic workforce management software have been long outdated, and remote and hybrid work clearly proved their inadequacy in running companies. Furthermore, in an uninspired effort to preserve efficiency and work productivity, many managers fell into the trap of invasively tracking and monitoring their teams, further eroding the trust-based employee-employer relationship.

This is why we are excited to back, Surfboard, a collaborative planning software that connects disparate systems and data, aiming to make work more human by reducing burnout and increasing scheduling flexibility to match how people want to work. Founded in 2021, at the height of the Covid crisis, the UK-based company is on a mission to redefine how teams work together through increased transparency, fair scheduling, and collaborative team planning. 

The status quo for managing Customer support teams includes cobbled-together systems comprising ticketing providers, time-off data from HR platforms, meetings from calendars, messaging from Slack or Teams, and spreadsheets. When adding in the complexities of remote working, multiple time zones, and flexible work patterns, scheduling becomes a nightmare for managers and leads to underperforming teams.

Surfboard’s intuitive and easy-to-use platform streamlines team management and scheduling into a quick, seamless, and adaptable process. Within one week of using Surfboard, customers have seen an 80% reduction in the time spent on scheduling (Read more...)