Case Study: Building a 24/7 Support Engine for a Rapidly 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.
The Archipelagrow Intervention
We acted as System Builders. Our multi-phase rollout transformed Autzu’s support from a cost center into a structured operational asset:
Phase 1: Stabilization – We cleared the backlog and hired specialized talent with rental-car support experience.
Phase 2: Knowledge Architecture – We moved the process out of the manager's head and into a standardized internal Knowledge Base.
Phase 3: Tiered Scaling – We introduced Team Leads, QA frameworks, and performance metrics (CSAT, FRT) to prepare for new markets.
Phase 4: Full Ownership – When the internal CS Manager moved on, our team stepped up as the primary operators, ensuring zero loss in continuity or quality.
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.