We now have close to 300 non-support employees at Automattic. Yet, each year most one of them (even Matt, our CEO) helps out in support. It’s a practice commonly known as “All Hands Support” (also referred to as Support Weeks at Automattic).
I’ve been helping to wrangle Support Weeks at Automattic for a bit over two years now. As our company continues to grow, it can certainly get a bit complicated at times, but we think it provides great value to the company. Here’s a bit more about why we believe Support Weeks are important and how we go about implementing them across a 400+ person company.
Full disclosure, this is the process in place at the moment, but it’s bound to change and evolve as time goes on. Also, if you find yourself reading this and wanting to know more, join the Support Driven Slack group and ping me (@duvall).