Global Support with Idit Matas
In this episode, we dive deep into building and managing global customer support operations, exploring key insights with our guest, Idit Matas. Together with host Neal Travis, they discuss the real challenges and tradeoffs of global coverage, sustainability, employee experience, and operational models — all rooted in Idit’s extensive experience leading B2B SaaS support teams.
Key Topics Discussed:
1. When and Why to Move to a Global Support Model
Many companies wonder when to move from local to global support coverage. Idit shares that the key driver is demand:
“So I guess the question is where are your customers located? At what hours of the day do they need support?”
She explains that global coverage doesn't always mean global staffing — it can begin with shifted schedules or even localized support for strategic regions.
Insights from Neal and Idit on contractual SLAs and how they impact support commitments.
2. Shifted Schedules vs. Distributed Teams
The conversation explores the sustainability challenges of running night shifts with a local team:
“No one wants to work until 4:00 a.m. in the morning... It’s also difficult to retain employees in shift models.”
Idit outlines why a distributed team across time zones is often a better long-term approach — especially when introducing 24/7 coverage or live channels like chat.
Real-world examples shared around motivation, turnover, and shift coverage limitations.
3. Layering in AI and On-Call Models
They discuss the evolving role of automation in global support and where AI fits in:
“If you do need that 24/7 support, I think that is a really good place for you to consider incorporating AI into your support model.”
Tier 3 incidents still require human expertise, and Idit emphasizes the need for thoughtful on-call models, with clear expectations and compensation.
How this impacts support strategy, employee satisfaction, and incident response readiness.
4. Ownership and Handovers in Global Teams
Neal brings up the complexities of ticket handoffs, and Idit offers a pragmatic solution:
“If you do need to hand over a ticket, do it in writing... as support, we’re supposed to be very methodical and write clear steps.”
She warns against non-assigned ticket models that lack ownership and slow down resolution.
Implications for tooling, workflow design, and the customer experience.
5. Team Culture in a Distributed World
They explore how to foster connection and team spirit when your support team spans the globe:
“It's very important to have some sense of team camaraderie — feeling like you belong to something greater than just you as an individual.”
Weekly team meetings, personal check-ins, and even showing weekend photos help bridge the remote gap.
Lessons on creating belonging and building culture across time zones.
Takeaways:
Map demand before expanding: Build coverage based on where and when your customers need help most.
Don’t default to night shifts: Shifted schedules have tradeoffs — consider global distribution for sustainability.
Compensate and prepare your team: If you're asking for on-call support, make sure it's backed with fair policies and strong playbooks.
