Case Study: Zip Co achieves efficient scaling of customer support while stabilizing ticket volumes with Geckoboard

How Head of Customer Services Johann Loibl efficiently scaled customer support at Zip Co

Zip Co is a 150‑person fintech providing interest‑free credit and payment solutions. When Johann Loibl joined as Head of Customer Services the support team was eight people handling about 10,000 tickets a month for ~100,000 customers; as the business scaled toward 650,000 customers the challenge was to grow support capacity and influence without ticket volumes spiraling out of control, while improving visibility and customer experience across phone, email, chat and social.

Johann implemented a four‑step plan: rigorous data tracking (Zendesk tagging, Salesforce integration and a Geckoboard live dashboard), a visible “Wall of Pain” to communicate customer issues and costs to executives, an improved Help Center using Elevio to drive self‑service, and hiring/training practices that deliberately graduate agents into other departments. The result: the team grew to 35 while monthly tickets held at ~35–40k, leadership engagement and operational visibility increased, self‑service reduced contact ratio, and customer‑centric talent spread throughout the business.

Zip Co

Johann Loibl

Head of Customer Services