“He was in our Discord and he was super active off hours — people would ask questions and he would answer them and he'd link to our help center — after a week I DM'd him and said who the hell are you.”

Hire Customers as Support Agents — They Know the Product Better Than Anyone

Captions found two of its best support agents by recruiting from its own user community. One power user was flagging bugs and requesting features so enthusiastically that Eli offered him a job. Another was voluntarily answering off-hours Discord questions from India. Recruiting from the customer base eliminates almost all product training, and these hires arrive with genuine passion for the product they are supporting.