How To Build A Customer Support Team Structure

Joseph is a global best practice trainer and consultant with over 14 years corporate experience. His specialties are IT Service Management, Business Process Reengineering, Cyber Resilience and Project Management. The Platform Engineer supports the platform teams to ensure that the environment supports the products effectively, and uses the tools provided to automate integration and deployment. A DevOps team mindset differs from traditional IT or scrum teams as it is an engineering mindset geared towards optimizing both product delivery and product value to the customers throughout a product’s lifecycle. When these three structures are put together side-by-side, you can see clear distinctions, pros and cons of each. Every team structure corresponds to specific company needs – none of them are perfect or wrong to use.

Every year we serve millions of views to aspiring and professional marketers worldwide with the best marketing resources. The Product Owner manages the interaction with the customer to understand the requirements and work with the rest of the team to prioritize their delivery and incorporate feedback. However, the risk with small teams means that getting all the required expertise might be a challenge, and loss of a team member might significantly impair the team’s throughput. A general agreement is that team sizes should range between 5 and 12.

type of team structure

In such an arrangement, the top manager of the product group typically has considerable autonomy over the operation. The advantage of this type of structure is that the personnel in the group can focus on the particular needs of their product line and become experts in its development, production, and distribution. A disadvantage, at least in terms of larger organizations, is the duplication of resources. Each product group requires most of the functional areas such as finance, marketing, production, and other functions.

How Is A Management Team Structured? Who Are The Members Of A Management Team?

Traditional bureaucratic structures, there is a tendency to increase task specialization as the organization grows larger. In grouping jobs into departments, the manager must decide the basis on which to group them. The most common basis, at least until the last few decades, was by function. For example, all accounting jobs in the organization can be grouped into an accounting department, all engineers can be grouped into an engineering department, and so on. The size of the groupings also can range from small to large depending on the number of people the managers supervise. Even as pressures to include employees in decision-making increased during the 1950s and 1960s, final decisions usually were made by top management.

type of team structure

It is quite similar to the functional structure and follows a direct chain of command that travels from the senior management to general employees via departmental managers and team managers. The shape of the chart can vary based on how many companies or locations you’re working with. If it’s not kept simple type of team structure and clear, there may be a lot of confusion if multiple offices or freelancers do similar things. If you do outsource or have multiple office locations, make sure your org chart clearly states where each specific role and job function lies so someone can easily understand your basic company processes.

Geographical Divisional Structure

Your customer service representatives must be skilled in a number of different areas as they will likely need to wear many hats at once. To wrap up this part, we should have named the most important member of the team, but that’s impossible. It is united with one idea – make the users fall in love with the product.

type of team structure

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Generalists are responsible for communication in the team. Still, gathering such a dream team is not always time- and cost-effective. Instantly, questions arise about the systems and processes. These questions are practically impossible to answer without a functional organizational structure.

Qualities Of A Devops Team

Unlike the other structures we’ve looked at so far, a matrix organizational structure doesn’t follow the traditional, hierarchical model. Instead, all employees have dual reporting relationships. Typically, there is a functional reporting line as well as a product- based reporting line . A growing business will likely need a larger team to help orient customer success with the company’s goals. Create sub-teams under the broader customer success manager role.

Matrix structures are where things start to get a little complicated. With this structure, the marketing, sales, and service teams all answer to one department head. Going back to the example of Apple, this means the iPad division would have its own marketing, sales, and service groups; the Apple TV division would have its own distinct support staff, etc. As you see, a software product development team structure differs from a project to a project.

In a software startup, it might be the leaders of sales, marketing, software development, IT infrastructure, HR, and finance for instance. The member setup normally reflects the way the organization looks to a certain extent. They are often top managers of different functions, divisions, or business areas, depending on the level of a management team. It is crucial to create an atmosphere of trust and cooperation in any management team. A common way that modern business organizations move toward the organic model is by the implementation of various kinds of teams. Some organizations establish self-directed work teams as the basic production group.

Today, there are already company structures that are totally data-driven and rearranged as a result of an analysis of the strategy, market situation, existing structure, and other data. That being said, the leaders or executives in a circular organization aren’t seen as sitting atop the organization, sending directives down the chain of command. Instead, they’re at the center of the organization, spreading their vision outward.

At the center is the self-directed production cell, called a Work Unit. These teams make most, if not all, decisions that affect only team members. Several such teams make up a wider circle called a Work Unit Module. Representatives from each team form the decision circle of the module, which makes decisions affecting more than one team or other modules. A number of modules form a Business Team, of which there are three in manufacturing. Leaders from the modules form the decision circle of the Business Team.

Functional teams can be safely implemented and used if your company is still in its infancy, allowing you to closely monitor different teams and not mix them up. Whether you are a small startup or an international corporation, HR management and organization presents an equally important matter. Choosing a proper team structure for your hierarchy and management isn’t as simple as it seems. Determine where your goals should place you in the competitive market. Each team has its advantages for the product design product marketing and faster launch or presentation to the client, etc. Designers could feel isolated as distributed teams often may act from various locations or never see the client face to face, etc.

  • This type of structure is common for creative teams that work in the digital space, like paper writing services or marketing squads.
  • Unlike the other structures we’ve looked at so far, a matrix organizational structure doesn’t follow the traditional, hierarchical model.
  • If earlier the organizational structure of the product design team or any other design team dwelled on like any business – by сell division principle.
  • The next decision to make is to decide on the size of the team.
  • When hiring a new employee, you’re looking for someone with the right characteristics to be a good organizational fit, be…

As you can probably tell, this organizational structure is much less formal than mechanistic, and takes a bit of an ad-hoc approach to business needs. This can sometimes make the chain of command, whether long or short, difficult to decipher. And as a result, leaders might give certain projects the green light more quickly but cause confusion in a project’s division of labor. A project team leader is a person who provides leadership and guidance to the team and takes responsibility for the results of teamwork. The team leader role involves the development and encouragement of the team through training, leading, motivation, recognition, rewarding and other activities that stimulate or force team members to do the required tasks.

Advantages Of Network Organizational Structure Include

A strong organizational structure helps every type of company be it small businesses like own company or large companies like a corporation to coordinate teamwork, boost productivity and minimize conflicts. If the previous two teams seemed too simple and basic, the matrix team structure makes up for that in spades. Matrix structures differentiate themselves based on their dual leadership method of conduction projects and tasks. Organizational structure is necessary for running a successful business because it improves workflow and efficiency, promotes communication, identifies company needs, and aligns employees with company goals.

Consult your project managers and choose the structure that best fits your existing resources and goals. Having a clear understanding of workflow and management in your own company can pay off in spades. If earlier the organizational structure of the product design team or any other design team dwelled on like any business – by сell division principle.

The commercial customers would want the lowest cost material possible, and the product would be delivered with minimal packaging on pallets. If you have workers who need to be near their supply sources or their customers, and you’re paying a lot of money in transportation to achieve that, perhaps it’s time to explore this structure. Do you find you are frequently having to make geographic-based decisions?

The first thing to do to implement a strategy is to engage employees. An authentic team approach is the surest way to create an effective employee engagement strategy. For instance, if we take the elevator as the centralized design team, we may have the ‘floors’ as other design teams. Those teams may call the elevator for a particular UX role and the elevator design team will provide such. Nonetheless, the flexibility that an organic structure allows for can be extremely helpful to a business that’s navigating a fast-moving industry, or simply trying to stabilize itself after a rough quarter. It also empowers employees to try new things and develop as professionals, making the organization’s workforce more powerful in the long run.


Similar to a few other structures on this list, process-based structure can erect barriers between the different process groups. This leads to problems communicating and handing off work to other teams and employees. It can be difficult to scale under a product-based divisional structure, and the organization could end up with duplicate resources as different divisions strive to develop new offerings. As daunting and inflexible as mechanistic structure sounds, the chain of command, whether long or short, is always clear under this model. As a company grows, it needs to make sure everyone knows what’s expected of them.

Outsourcing allows organizations to save money, as they don’t have to bear the expense of setting up a department for the same purpose. It also gives companies the flexibility to change their processes and the ability to focus on their core functions. This type of structure is best-suited to organizations that need to be near sources of supply and/or customers (e.g. for deliveries or for on-site support). It also brings together many forms of business expertise, allowing each geographical division to make decisions from more diverse points of view. This organizational structure is much more formal than organic structure, using specific standards and practices to govern every decision the business makes. And while this model does hold staff more accountable for their work, it can become a hindrance to the creativity and agility the organization needs to keep up with random changes in its market.

Advantages Of Projectized Org Structure Include

Proper project team organization is one of the key constraints to project success. If the project has no productive and well-organized team, there’s an increased probability that this project will be failed at the very beginning because initially the team is unable to do the project in the right manner. Without right organization of teamwork, people who form the team will fail with performing a number of specific roles and carrying out a variety of group/individual responsibilities.

This model might have multiple teams answering to one person and taking on projects based on their importance and what the team is capable of — rather than what the team is designed to do. Centralization describes where decisions are ultimately made. Once you’ve established your chain of command, you’ll need to consider which people and departments have a say in each decision. A business can lean toward centralized, where final decisions are made by just one or two entities; or decentralized, where final decisions are made within the team or department in charge of carrying out that decision. A project team contributor is a person or an organization that participates in teamwork but is not actually involved in performing tasks and carrying out project team responsibilities. Contributors help improve the project through giving valued suggestions, expert judgment and consultation.

As mentioned, one of the most significant benefits of the process-based structure is that it increases efficiency and speed. If Department B cannot start its processes until Department A finishes, this compels Department A to work promptly and proficiently. This organizational model also promotes intradepartmental and interdepartmental teamwork. Geographical divisions allow companies the advantage of catering to a specific customer. Based on the differences in language, culture, and customs one would find across the world, companies cannot necessarily expect the same operations to work in different locations.

Disadvantages Of Network Organizational Structure Include

You can do this after you’ve finished interviews with candidates to the team. Many companies out there only serve commercial customers through B2B sales, or perhaps they only do contracts with the government, or maybe they sell directly to the consumer. However, some companies serve a variety of different markets that have very different needs. Are they being delivered to market as quickly as you would like? If you feel your products could be moving from production to the market more quickly, maybe that’s an indication you need to focus on streamlining individual production lines by employing this structure. One way to do this is to look at your customer funnel to see where you are losing the most potential or existing customers.