Concord interviews Cody McLain, CEO of SupportNinja , to find out how contract management software has played a role in the technical support industry. SupportNinja was founded back in early After I sold my last company, I was trying to figure out what to do next and create a startup without all the risk involved with being a startup. I had my list of service customers from my previous hosting companies, which had given me a lot of experience providing customer support.
I also knew I wanted to work with startups. There are all kinds of interesting startups that seem to be everywhere now. After some research, I found that there is nobody out there that is supplying customer support specifically to startups. So if they have a process that needs to scale with the growth of their platform, we are that back office support. We create this team, manage the team and then we will have them assist in providing the process necessary for their platform to grow, scale, and be successful.
In the BPO space, which is short for Business Process Outsourcing, which is a fancy term for a call center, you have a lot out there but they are really small, with a specific market.
But there was no one that was doing it for startups or tech companies. Trying to reinvent what outsourcing really means. There are a lot of call centers that really have this ancient ideology for managing their call center workers. We try to give everyone a voice, and we try to create a Google-like office here in the Philippines. I would say we probably have one of the coolest places to work. We really try to create this family within the office. We also encourage the companies to send over their company swag as a way of making their team in the Philippines feel just like a remote office for their own company.
There is a real difference in the way we function with a core focus on our employees compared to the traditional outsourcing company that puts profits before people.
