PLG SaaS Cut Support Hiring Time 70% While Raising CSAT of New Hires
[PLG SaaS, Salt Lake City] · Technology
Results at a Glance
- Time to hire: 34 days → 10 days
- New-hire 90-day CSAT: baseline → +11 pts
- Hiring manager hours per hire: 14 → 3
The Challenge
Product-led growth meant support headcount had to scale with signups - but in-house product support isn't call-center hiring: it needs product aptitude, written clarity, and judgment, and the support lead was spending 14 hours per hire finding it.
The Solution
Live AI interviews assessed written and verbal communication, troubleshooting reasoning on realistic product scenarios, and empathy under pressure - with candidates self-scheduling around other jobs. One rubric across every batch; evidence-scored shortlists to the support lead.
The Results
Time to hire dropped 70%. New hires' 90-day CSAT ran 11 points above the previous cohort's - the interview selected for the skills the queue actually demands.
Our support bar went up while our hiring effort went down. That's not a trade-off I knew was available.