This is the second part in our mini-series of stories from unsung heroes on the front lines of customer support management, who share what has helped them succeed in their role.

This is the first part in our new mini-series of stories from unsung heroes on the front lines of customer support management, who share what has helped them succeed in their role.

Avail is building a community of responsible landlords and tenants by providing them with education, end-to-end tools, such as tenant screening, and customer service to support them in their rental experience. In this guest post, Co-founder and CTO Laurence Jankelow talks about how the Avail team went from pulling in different directions to uniting behind key KPIs and how that focus allowed them to scale.

CharlieHR is a two-year-old London-based startup that created a free platform to help small businesses manage everything related to human resources. They are 18 people strong, used by a few thousand companies all over the world, and successfully just launched a paid version of their software.