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.
Why Surfboard?
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.
I’ve directly experienced scaling a support team using a combination of spreadsheets and antiquated workforce management. It isn’t good enough for customers, it isn’t good enough for teams and it makes the job of managing a support team unnecessarily difficult.
Natasha Ratanshi-Stein, Founder and CEO of Surfboard
Surfboard is built to solve the most pressing problems a support team experiences. Scheduling a team whilst keeping morale high, meeting service levels, and delighting customers with quick responses, but in a way that works for everyone.
Meet the Surfboard 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.
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.
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.
Laurence
Technology
Laurence was previously a software engineer at streaming firm DAZN where he built out playback experiences for three years. Prior to that he worked in e-commerce fraud analysis before training as an engineer at Makers.
Elva
Customer success
After completing her Psychology degree, Elva worked at MyTutor as part of their operations team. During her time there she supported customers during a peak growth period imbedding the customer voice into the wider business.
Darragh
Marketing
With a background in marketing, Darragh worked as a generalist in B2B SaaS for a few years but has recently shifted his focus towards product marketing.
Michael
Operations
Following an undergraduate degree in Industrial Economics, Michael spent just under 2 years working in Product Operations at Onfido. While there, he worked closely with the Product and Customer Support teams to build scaleable solutions. He also spent 6 months as a Product Manager at Wayflyer, focused on building products to optimise customer acquisition and retention.
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We’re hiring!
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