Speeding Up Responses by 40% for PayBump With Our Startup Customer Support

“Partnering with SupportYourApp has been a game-changer for PayBump. Their team integrated seamlessly with our customer operations, helping us maintain a high standard of service even as our user base scaled rapidly.” — Jasmine McCall, CEO of Paybump

In this case study, we explore how SupportYourApp has been helping PayBump streamline their setup, elevate the startup’s customer support performance, and structure their processes.

PayBump is an AI-powered career marketplace where professionals, mentors, and companies connect to accelerate workforce mobility. Users access intelligent resume tools, interview prep, and negotiation support, industry experts monetize their knowledge through on-demand mentoring. And employers tap into an engaged community of career-ready talent.
PayBump sits at the intersection of AI, human expertise, and the changing needs of the modern workforce.

Challenges

Our collaboration began on a small scale two years ago when PayBump decided they needed someone to handle their support emails and chats. 

Having joined PayBump’s team, our support agent, Mixo Felicity Sithole, noticed that many team members doubled-up on roles and Jay McCall, the President and Co-Founder of PayBump, was handling support inquiries. Delegating tasks and setting up clear processes became essential. 

The Solution and Results

While Felicity was mostly managing emails in Zendesk and chats in Discord, she also assisted with the ClickUp setup. Using this platform, she streamlined some of the internal processes to manage the company’s day-to-day activities and prioritize their projects better.

After the company introduced new services — resume and Linkedin reviews — Nishaat Mohamad, a Career Coach, was added to the team. As he took on these services, even with only a small portion of support work, Nishaat’s workload began to feel increasingly heavy. So, it was decided to have him focus on the extra services and bring in a new person to help with tickets and the Discord community. 

The support team now consists of Felicity, whose journey spans support agent → Project Coordinator → Customer Success & Delivery Lead, and Nishaat, who serves as a Career Coach. SupportYourApp’s team proved to be adaptable to any client’s needs. And this flexibility translated into the results PayBump is now seeing. 

What’s Next

SupportYourApp has built a great level of trust with the client, reflected in how our partnership keeps growing. 

Team Scaling

At the moment, Jasmine, the CEO, is looking to expand into Sales and Marketing, so she has requested an SMM specialist and a YouTube editor from us. We are already conducting interviews for these roles.

Additionally, there will soon be a need for another support agent. The company is planning to introduce mock interview simulators and psychometric assessments, which will require someone to review and manage them. Our team is growing together with the client.

Continuous Improvement

In the meantime, our current support team continues to drive PayBump’s efficiency improvements. They’re refining processes, putting all systems in place, and preparing an onboarding training program for upcoming team members.

The team is also working on Zendesk dashboard views to help them track and evaluate their performance. 

With these improvements underway and a growing team, we’re helping PayBump build a stronger company. 

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