Workforce management (WFM)
Team Planning Software
We don’t like the intrusive ways of working that “WFM” imposes. We’re not building for a workforce, we’re building for a team. We’ve experienced the pains that come with scaling a customer service team.
While responding to calls and tickets has been made easy through customer service software, planning and scheduling has been left behind with antiquated and manual approaches. These tools don’t bring out the best in teams, don’t give you flexibility and are often just cobbled together sets of features that don’t do anything well.
We built Surfboard, from the ground up, to do something better.
Happy teams
A happy team means making sure a service role is balanced and not having surfers on phones all day, every day. Fair scheduling means more than just having the right number of bums on seats.
Happy customers
We’re built for companies that want to avoid building up a backlog and long phone wait times. We help you build schedules that have enough people online but in a balanced way that avoids burnout.
We call them Surfers
We call agents “surfers”. Contacts come in waves, and surfers are the ones riding these waves. We’re providing them with the tool to be able to do this: Surfboard.
My team needs to trust our forecast behind their schedule because it informs when they work and what they work on. Thanks to Surfboard, our surfers know that they’re on a channel for a reason and as a result, our SLAs and KPIs have improved massively and all without the headache of having to draw up a rota on a Google Sheet.
Rose Goodbody, Decorator Success Manager, Lick Home
Meet the team
Natasha
Founder & CEO
Previously Chief of Staff at Bulb where scaling customer service was a key challenge. Prior to Bulb, Natasha was a venture capitalist after starting her career at Goldman Sachs.
Matt
Technology
A serial CTO, Matt previously was a co-founder at Credit Kudos, the challenger credit reference agency. Prior to fintech, Matt worked in data science and analytics at Universal Music Group.
Patrick
Data Science
Patrick previously worked as a data scientist for a cybersecurity startup called Tessian, after studying Computer Science at KCL.
Ellie
Design
After graduating from the BA Design course at Goldsmiths University, Ellie worked as an in-house designer on a variety of digital, print, and product design projects before joining Surfboard.
Amina
Technology
Amina previously worked at Bulb where, like Natasha, she learned the impact of managing customer service correctly. Before Bulb she also worked at other startups as a full-stack engineer.
Nora
Operations
Nora previously worked at The Nest by Webhelp building scalable CX solutions for startups. Prior to that, Nora worked across Sales, Account Management, CX and Product at City Pantry (now Just Eat for Business).
Max
Design
Max previously worked as an in house UX designer at Close Brothers Group designing digital products across a range of sectors. Prior to this, Max worked at IBM as a design consultant.
Romain
Technology
After studying Creative Engineering in Paris, Romain worked for different start-ups before joining Bulb as a full-stack engineer, where he was in charge of their mobile app.
Olivia
People
Olivia previously worked at TouchNote and worked across talent and people operations. Before this, she worked in generalist growth role at another micro-startup where she helped to scale the company.
Jonathan
Technology
After graduating from Imperial College, Jonathan worked as a full-stack engineer at Google and Palantir.
Alex
Technology
Alex worked in the customer experience team at Bulb before becoming their first IT employee as the company grew rapidly. After leaving to complete a coding bootcamp he joined Surfboard as a junior developer.
Shannon
Design
Shannon previously worked as a product designer at Bulb. Prior to that, Shannon worked at design and innovation consultancies for global clients where she created digital products, services and experiences.
David
Technology
Following an undergraduate degree in Religious Studies, David trained as a Software Engineer at Flatiron School. He worked at Nando’s for a couple of years before joining Surfboard.
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