The customer shouldn’t feel like they just bought another service; they should feel like they’ve hit the jackpot (i.e. won big). With that first principle of winning big as a cornerstone, we build quality solutions that scale well and allow us to go further together with all of our partner teams.


Our team structure binds together product innovation and customer experience, allowing us to tighten customer feedback loops and innovate with every product iteration. We have dedicated teams focused on incubating product ideas and figuring out how to scale them.


For example, our Bostake community team (previously a part of customer support), has the job to take the community channel beyond its traditional roles in marketing, PR, and customer support. A Bostake, our customer community not only functions in traditional roles but is also viewed cumulatively as a feature & amplifier of the product experience itself.  


And our customer experience and trust team merges customer support, product, policy, and operations into the same team with trust and safety. Having these functions tied more closely together leads to better policy development, product experimentation, and better customer outcomes.


As we’ve learned at Upwork, adopting a customer-first culture across a company tightens customer feedback loops and improves the organization’s agility, giving it the ability to adapt and innovate with the market.