Case Study:

Building a 24/7 Support Engine for a Scaling Mobility Startup


Providing Uber drivers in San Francisco and Toronto with vehicle access, requiring seamless 24/7 support operations during a critical market expansion.

Autzu’s Customer Support Manager was drowning in "Management Debt."

With a team of individual freelancers and no standardized processes, every escalation fell on the manager’s plate. They had ticket resolution, but they lacked a system.

The Archipelagrow Intervention

We acted as System Builders and Operator. Our multi-phase rollout transformed Autzu’s support from a cost center into a structured operational asset:


Phase 1: Discovery and alignment

We conducted a 30-minute operational audit to identify breakdown points across volume, escalation, and response workflows.

We aligned on a 7-day sprint structure and defined success metrics upfront.

Phase 2: System design and Onboarding

We captured operational knowledge from the CS Manager and rebuilt it into structured SOPs, workflows, macros, and escalation paths. so no process depended on memory or individuals.

Phase 3: Launch and Deployment

Our trained operators joined the client’s systems and began handling live tickets under supervision.


We ran a controlled rollout through Slack integration, live onboarding, and pilot execution to ensure stability.

Phase 4: Ongoing Operations and Optimization

We fully operated the support function, managing:

  • Ticket resolution workflows

  • QA and performance tracking

  • Weekly reporting and alignment

  • Knowledge base health and continuous updates

Build Support that Scales with you

Whether you're launching your first support team or optimizing an existing one, Archipelagrow helps you design and deploy support built for growth.