Keo Sar's profile on Product Hunt

About

12+ years startup veteran serving in senior leadership roles across sales, operations, and customer service. The size of the companies have ranged from a small Series A startup that was acquired to a company that IPO'd with an $8B exit. In my most recent role as Chief Revenue Officer I led the pursuit and closing of strategic partnerships worth more than $500M in Total Addressable Market, which became the bedrock for the company raising its next round of funding. Prior to my startup journey I was able to gain valuable experience with Fortune 100 companies where I was able to take advantage of highly established structures and training programs, all while being a full-time student completing my undergraduate and graduate degrees.

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Tastemaker

Gone streaking

Forums

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4h ago

A default setting almost made us lose our client’s data.

There was an option that defaulted to "log everything" in staging and "log nothing" in production, which seemed to make sense until we discovered that it had never been explicitly set for the new service. The new service would just inherit the logging behavior from production, which is none at all. We didn t see a thing going wrong for three weeks straight in one of our services.

The issue was not in the logic. The issue was that the reasonable default value meant there was an implicit decision made that nobody decided on.

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1d ago

I timed how long the “quick” tasks took to complete. The difference was stark.

For six weeks I jotted down my estimate prior to doing something, followed by the actual time spent on it. 94 tasks in all.

Any task that I estimated to take 15 minutes took me an average of 41 minutes. Any task that I estimated to take a day turned out to take an average of a day and a half. The scaling factor decreases as the task becomes larger contrary to what I thought would happen.

Now when I consider this, I realize that the small tasks are the ones for which I never take the time to think beforehand. "Just change the copy." Forget that the copy is stored in three places and that one of those places is a hardcoded email template. Large tasks, in contrast, have already undergone some kind of decomposition, making their estimates well justified.

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2d ago

The support inbox was a better map for me than the map I had.

For almost a year I maintained a solid backlog in Linear, groomed it weekly, feeling extremely organized. At the same time, the same four questions were being asked in support. I answered them one-by-one, sometimes twice a day, but did not see any patterns in them.

Then I exported six months' worth of tickets into a spreadsheet and tagged them by topics. Two topics covered 60% of all of them. They were not in my top 10 backlog items.

It took me two afternoons to address the problem. The volume of tickets was reduced by a third.

Do you handle support yourself, do you analyze tickets as whole or deal with them as they come in? I'd really appreciate hearing from people who managed to establish a lightweight tagging routine for more than a month.