A Tech startup comes with its complexities and differences from other traditional companies. Navigating working in a tech startup requires determination, commitment, flexibility, and adaptability. Every team member taking ownership is how a startup thrives.
Tespire’s Customer Support Associate, Audrey Ojo-Orji shares her experience
Stepping into Tespire
I’ve worked as a Customer Support Associate (CSA) at Tespire for almost a year. Before this, I spent several years in customer service within a structured corporate environment. Transitioning into a tech startup was both an exciting and nerve-wracking experience, but looking back, it’s been one of the most eye-opening career shifts I’ve ever made.
Why Tespire? Why a Tech Startup?
I’ve always been passionate about helping customers, solving problems, and improving user experiences, and when the opportunity to work at Tespire came, I saw it as a chance to challenge myself in a fast-growing industry. Unlike my previous roles, where processes were rigid and changes took time, startups thrive on innovation, speed, and adaptability qualities I wanted to develop. Plus, EdTech is making a real impact, and I loved the idea of working for a company that helps people learn.
Initial Expectations vs. Reality
Before joining, I imagined working in a startup would be exciting but chaotic, with fast decision-making, constant innovation, and a lot of room for personal growth. I wasn’t wrong. But I also assumed there would be structured training and well-documented processes, just like in my previous job. Spoiler alert: There weren’t! Unlike in the bank, where every task had a set procedure, Tespire moved fast, and I had to learn by doing. If I didn’t understand something, I couldn’t wait for a manual, I had to ask, explore, and figure things out on the go. We needed to have Standard Operating Procedures implementations across board for all our products. I had to learn how to come up with those and even train others on how they should be used.
Biggest Challenge?
One of my biggest challenges was the constant product updates. At the bank, systems changed maybe once or twice a year, with months of training beforehand. At Tespire, features could change overnight, I had to familiarize myself with the new layout quickly, anticipate customer confusion, and update my responses, all while handling live support requests.
Skills I Had to Develop Quickly
I had to become more proactive, adaptable, and technically aware to fit into this role. Some of the biggest skills I had to develop include:
- Product Testing & Troubleshooting: Instead of just forwarding issues to the dev team, I learned to replicate bugs, document patterns, and suggest fixes.
- Cross-Team Communication: Unlike a traditional setup where departments are siloed, I now collaborate daily with Product Managers, Marketers, and Product Designers.
- Self-Learning & Initiative: I no longer wait for someone to train me. If I need to understand a new feature, I explore it myself or ask the right questions.
Handling Customer Interactions in a Fast-Paced Environment
Customers in tech expect quick and effective solutions. They don’t want to hear, “We’ll get back to you in three business days.” I’ve learned to stay updated and make sure I’m aware of the latest platform updates before customers even ask. I prioritize effectively, some issues require immediate attention, while others can be handled asynchronously. I have also learned to communicate transparently. If there’s a delay, I don’t leave customers in the dark, I provide realistic timelines and follow-ups.
Collaborating with Different Teams
One thing I love about Tespire is that I’m not just “customer support”, I actively work with the Product Team and Marketing Teams. Instead of just reporting problems, I get to provide valuable customer insights that help shape the platform. For instance, after noticing a recurring issue with the student dashboard, I compiled user complaints into a data-backed report and shared it with the Product Team. They used my feedback to redesign a more user-friendly interface, reducing customer confusion by 30%! Moments like that make me realize how much impact support teams can have in a startup.
A Day in My Life at Tespire
Every day is different, but here’s a typical breakdown:
- Morning Sync: Check emails, Skype updates, and attend the daily standup meeting.
- Support Tickets & Live Chats: Respond to customer inquiries, troubleshoot issues, and escalate complex cases.
- Lunch Break (Sometimes spent catching up on product updates).
- Cross-Team Collaboration: Join a product feedback session or assist in QA testing for a new feature.
- Documentation & Training: Update knowledge base articles or train new team members.
- Analyzing Trends: Track common customer pain points and compile insights for the product team.
- Wrap Up & Log Off.
The best part about working at Tespire
In two words, Growth and impact! I’ve learned more in a few months than in years of traditional customer service. I get to see the direct impact of my work, whether it’s helping improve a feature or making a frustrated customer happy. I feel like an integral part of the company, not just another employee following a script.
How This Experience Changed My Perspective on Tech Startup
I used to think tech was only for engineers or developers, but now I see that tech startups need problem-solvers, communicators, and analytical thinkers too. My role is not just about answering tickets; it’s about understanding user behavior, driving product improvements, and making tech more accessible to everyday users.
Advice for Someone New to a Tech Startup
If you’re coming from a structured environment (like I did) and entering a startup, here’s my advice:
- Be adaptable. Change is constant, embrace it.
- Ask questions and take initiative. There’s no step-by-step manual, figure things out as you go.
- Get involved beyond your role. You have insights that can help the company grow. Share them.
- Learn new skills. Whether it’s analytics, product testing, or automation.
- Enjoy the ride. It’s fast-paced, challenging, and sometimes chaotic but you’ll grow in ways you never imagined.
Final Thoughts
Looking back, I can confidently say that joining Tespire was one of the best career moves I’ve made. It pushed me out of my comfort zone, helped me discover new strengths, and opened doors to opportunities I never expected especially in Analytics and Product Management. And the best part? This is just the beginning.
