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Support at 10KC

Francey F
Francey F
  • Updated

At 10KC, we're dedicated to providing a world-class product experience to help you achieve your goals. That's why we have two dedicated teams to support you: Customer Success Managers (CSMs) and our Support Team.

Your CSM: Your Success Partner

Your CSM is your personal guide to help you get the most out of your 10KC program. They'll work with you to:

  • Define your program goals
  • Track your progress and identify opportunities
  • Develop strategies for employee/member adoption

The Support Team: Here to Help

Our Support Team is here to answer your questions and ensure you can fully utilize the product's features. They can assist you with:

  • Product how-to questions
  • Reporting bugs
  • Setting up Office Hours
  • Any other product-related inquiries

Who to Contact? A Handy Guide

Use this table as a quick reference for who to reach out to for specific needs:

Request Contact
Product questions or troubleshooting Support Team
Program goals, adoption strategy, or program best practices CSM
Reporting a bug, adding a program, or member file updates Support Team (can also be directed to your CSM)
Launch planning, re-matching a pairing, promotion and communication planning CSM (Support Team can help connect you)

Reaching the Support Team

  • Email us directly at support@tenthousandcoffees.com
  • Message us through the platform:
    1. Select your profile photo.
    2. Choose "Help Chat" from the dropdown menu.
    3. A chat window will open where you can message support directly.

Reaching Your CSM

Use the contact details provided to you directly. If you can't locate them, reach out to the Support Team using the methods mentioned above and we can help you get in touch with your CSM. 

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