One of the most common questions that I've gotten is "How do you run a team remotely?" You may have seen my blog earlier about "The Top 5 Reasons to Have a Remote Team" and to me, it's a no-brainer. Remote is the way to go in this day and age. However, running a remote customer support team can be challenging, but it can also be incredibly rewarding. If you’re looking to manage a remote customer support team, here are the top five best secrets to help you succeed.

1. Invest in the right technology

To effectively manage a remote customer support team, it’s essential to have the right technology in place. This includes tools such as chat software, ticketing systems, scheduling software, incentive programs, and video conferencing platforms. You’ll want to make sure that your team has access to these tools and that they know how to use them effectively. I'm happy to recommend what I think are the best programs for these, just reach out and ask.

2. Communicate regularly and effectively

Communication is key when it comes to managing a remote team. It’s essential to have regular check-ins with your team to ensure that everyone is on the same page. You’ll want to establish clear communication channels and make sure that your team knows how and when to reach you.

3. Focus on team building

It can be challenging to build a sense of teamwork when your team is spread out across different locations. However, it’s essential to prioritize team building activities to help your team stay connected. Consider scheduling virtual team building events, such as virtual happy hours or online games. My favorite is the pajama party late at night with contests to respond to all the customers before it's closing time. There's so many fun things you can do to help build those relationships of trust between everyone. You can also highlight different team members each week during your weekly calls to help people learn more about who they are working with.

4. Provide ongoing training and support

Just because your team is remote doesn’t mean they don’t need ongoing training and support. Make sure to provide your team with the tools and resources they need to succeed. This includes providing ongoing training, support, and weekly feedback to help your team continuously improve, set goals, and be recognized for their achievements.

5. Prioritize employee wellness

Managing a remote customer support team can be stressful, and it’s important to prioritize your team’s well-being. Encourage your team to take regular breaks and prioritize self-care. Consider offering mental health resources or other wellness programs to help support your team’s well-being. It's so important to care personally and challenge directly (See Kim Scott's book, Radical Candor) and you do that through weekly 1:1s on Zoom. Don't make excuses to do just phone calls or messages on Slack. Do Zoom calls frequently. You need that face to face interaction with each of your team members.

Managing a remote customer support team requires the right technology, effective communication, team building activities, ongoing training and support, and a focus on employee wellness. By implementing these best practices, you can help your team succeed and provide excellent customer support, no matter where they are located.