Support Liaisons to other teams within the company

Support has a business need to remain informed of decisions by, and in communication with, various teams within engineering, marketing, etc. High-level duties include the following:

These duties and some less obvious corollaries are fleshed out below. This is a "perfect picture" towards which we can work; any improvement is useful even if we don't have 100% coverage, which will take months or years to create. In a perfect world, we'd also rotate liaison duties so that everyone could be exposed to every team.

Effectively, the point of this role is to communicate in both directions with other teams, and participate in planning and retrospectives with a customer mindset. Additionally, we should be cross-communicating related efforts underway on other teams. This turns working with support from a time sink into a value add for these other teams, for instance when we can point out that several teams are working on related projects and could benefit from working together.




Work Sharing

General Collaboration

Subject Matter Expertise