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

Case Study

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

By Yelyzaveta Bocharnikova, Key Account Manager

For startups that need to take support off the founders' plate

Updated on September 30, 2026

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

Services

Customer Support
Support Workflows
System Setup and Integration

About the Company

PayBump is an AI-powered career marketplace where professionals, mentors, and employers connect. Job seekers use its AI resume tools and interview prep, while industry experts earn through on-demand mentoring and companies find career-ready talent. As the user base grew, support landed on people who were already covering more than one role. Even Jay McCall, President and Co-Founder, was answering tickets himself. PayBump needed someone to take over support emails and chats and put clear processes in place. They turned to SupportYourApp for startup customer support that could grow with them.

Challenges

Founder-led support

Team members were doubling up on roles, and Jay McCall, President and Co-Founder, was answering support requests himself. Time spent on tickets came straight out of the time leadership needed to run the business.
No defined processes

Tasks weren't clearly delegated, and there was no set way to manage day-to-day work or rank projects. Without defined processes, it would be hard to bring on new people or keep priorities straight as the company grew.
Overloaded career coach

When PayBump launched resume and LinkedIn reviews, Career Coach Nishaat Mohamad took them on while still covering part of the support work. Even that small share of tickets made his workload heavy and pulled focus from the new services.

Solution

SupportYourApp placed a dedicated agent inside PayBump's team, then reshaped the setup as new services launched.

Dedicated email and chat support

SupportYourApp agent Mixo Felicity Sithole took over support emails in Zendesk and chats in Discord, so tickets no longer landed on the founders. She's since grown from support agent to Project Coordinator to Customer Success & Delivery Lead.
ClickUp workflow setup

Felicity helped set up ClickUp and used it to organize PayBump's internal processes. The team now manages day-to-day activities there and prioritizes projects more clearly.
Split roles for new services

Nishaat shifted his focus to resume and LinkedIn reviews, and a new team member was brought in to handle tickets and the Discord community. Each person now owns one clear area.
Ongoing process refinement

The team keeps refining processes and is preparing an onboarding training program for upcoming hires. Zendesk dashboard views are also in progress, so the team can track and evaluate its own performance.

Support that runs without you

Get dedicated agents and clear processes, set up to scale as you add new services.

Get Custom Pricing

Results

With support in dedicated hands, PayBump's team can now focus more on product growth and customer experience.

40%

Faster response times

50%

Quicker resolution

PayBump has since requested an SMM specialist and a YouTube editor from SupportYourApp, with interviews underway and another support agent planned for its upcoming mock interview simulators and psychometric assessments.

Yelyzaveta Bocharnikova

Key Account Manager

Yelyzaveta has been working in customer support for the past 4 years. She’s a big believer that great service starts with simple, honest communication and building real trust within the team. With a background in marketing, she doesn’t just look at tickets, she looks at the whole customer journey to find ways to make the product better. Outside of work, she’s a total bookworm and finds her peace in nature. Whether it’s a quiet walk, a new trip, or just hanging out with friends, spending time outdoors is her favorite way to recharge.

Posted on September 30, 2026