Huntress Global Support Department

Huntress is a global cybersecurity company on a mission to make enterprise-grade products accessible to ALL businesses. Fully owned and purpose-built from the ground up, Huntress technology is specifically designed to continuously address the unique needs of security and IT teams of all sizes, protecting endpoints, identities, data, and employees, for trusted outcomes and peace of mind.

Briefly describe the nominated department: history and past performance (up to 1,250 characters):

Huntress is a global cybersecurity company on a mission to make enterprise-grade products accessible to ALL businesses. Fully owned and purpose-built from the ground up, Huntress technology is designed to continuously address the unique needs of security and IT teams of all sizes, protecting endpoints, identities, data, and employees.

The Huntress Global Support Department plays a pivotal role in this mission, consistently delivering world-class support and helping customers navigate critical, high-stakes situations. With an impressive 98.8% CSAT rating, the team excels in delivering fast, informative, and personalized support, strongly differentiating itself from competitors who often rely on impersonal chatbot interactions. By leveraging data and the "Voice of Customer" to drive process improvements, the team ensures customers' needs are always at the forefront.

Since 2023, the department has grown from 12 to 52 members, taken on two new products, established a dedicated SOC Support team, and expanded globally. Despite this rapid scaling, the team remains a dedicated, close-knit group, committed to delivering an exceptional support experience.

Ultimately, the Global Support Department's rapid growth and unwavering dedication ensure that every Huntress partner receives the fast, informative, and personalized support that is essential for overcoming modern security challenges.

Outline the department's achievements since July 1, 2023 that you wish to bring to the judges' attention (up to 1,500 characters):

Since July 1, 2023, the department successfully managed a period of extreme hypergrowth, scaling the team by 333% (from 12 to 52 members) while simultaneously absorbing a 300% increase in average monthly ticket volume (rising from a 1,314/month average in July 2023 to 5,265/month in present day). Throughout this remarkable growth, the team has delivered outstanding results:

• Continued to maintain a 98.8% CSAT score (23% survey return rate) while scaling the team and handling an increased ticket volume (compared to an IT Infrastructure and Services benchmark of 73%).
• The first-interaction closure rate maintained an extremely high rate of 64% while the ticket volume more than doubled. A testament to the team's commitment to delivering a top-tier support experience.
• Since launching callback phone support in December 2024, our support team has consistently maintained a less than 5-minute time from request to callback, achieving a 100% CSAT score for phone support requests. An average call length of just over 13 minutes further demonstrates the personal approach that the team takes in each customer interaction.
• To optimize agent productivity and response speed, we integrated an AI-powered knowledge management tool in Q3 2025, resulting in a 15% reduction in median response time for complex technical queries.
• Since July 2023, Huntress has earned 22 G2 badges for achieving the highest Quality of Support rating across the categories of Best Support, Best Support for Small Businesses, Best Support for Mid-Market, and Best Support for Enterprise.

Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the organization's past performance (up to 1,500 characters):

These achievements are uniquely significant because they showcase a rare accomplishment: the successful scaling of both quality and culture under intense pressure, transforming the support function into a primary competitive advantage.

Most critically, the team maintained an astonishing 98.8% CSAT score while seeing a 300% increase in average monthly ticket volume and a 333% growth in team size. This defies the standard organizational struggle where quality always drops during hypergrowth. The 98.8% CSAT score, in sharp contrast to the 73% industry benchmark, signifies the team isn't just "good," but provides a world-class experience that drives customer loyalty and retention. This quality is externally validated by earning 22 G2 badges across small, mid-market, and enterprise segments, confirming universal excellence.

The operational efficiency underpinning this success is equally significant. Maintaining a 64% first-interaction closure rate while handling triple the average monthly requests proves robust processes and a highly capable staff. This high efficiency dramatically lowers the cost per resolution and accelerates customer time-to-value. Furthermore, the foundational success lies in the sustained "caring, learning, and fun" culture. This culture ensures that every new team member quickly adopts the high standards, making the support model systemic and scalable, rather than reliant on a small group. Finally, the ability to launch a new, high-touch channel (phone support) and immediately achieve a 100% CSAT and sub-5-minute callback time highlights remarkable agility and dedication to perfection in service delivery.

Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 1,500 characters):

• Huntress Support Overview: A slide deck to help the judges better understand the Huntress Global Support Department, what it does, how it functions, and how it's innovating to meet customer needs.
• Huntress CSAT Comments: Unedited and unfiltered spreadsheet of comments from customers via CSAT surveys from July 2023 to date, showcasing why customers love the Huntress Global Support Department, with the top three most common phrases used across all customer comments being helpful, fast, and excellent.
• Huntress and Brainfish: Short slide deck outlining how Huntress is leveraging Brainfish, an AI-powered knowledge management tool, to improve response time.