Simon Rohrbach
@simonrohrbach
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Co-Founder/CEO @plainsupport . Previously built and led design at @Deliveroo . Swiss, but always late. he/him
London, England
Joined April 2009
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Pinned Tweet
Over the last couple of months, we've completely redesigned the entire workflow of using Plain. We've packed over 20 huge improvements into this release. Some of my favourites: 👇
1. Our new queues and statuses - it's _so_ much faster to work with your customers now 😍
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Alongside our brand-new Slack integration yesterday, we also launched a new website.
Here are a couple of details on how we made it, and what went into it.
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Quick personal update! I'm starting a new company with one of my favourite people,
@mattvagni
! 🎉
We're building customer care tools for the next generation of companies – the companies that take their internal products as seriously as their external ones.
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Working on some composer improvements. Some cool things we’re exploring:
✨ Purely keyboard driven, no clicks needed to start messaging a customer or open an issue
🔒 Using layers to create a clear separation between messages and internal notes
Props to
@andrewcobley
👏
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We've just launched a new careers page. Our goal is to build a small, high-quality and super fast-moving team. So this area is really important to us.
We had a lot of fun making this and went beyond the average careers page – below my favourite details…
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Plain is growing and we're looking for a product designer. This is a critical role spanning both our product and marketing efforts – if you love sweating the details and would enjoy working on both our product and how we communicate it, this is for you👇
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I’m doing a lot of interviews at the moment for some of our open roles. When I talk to candidates about how we work, there are often a few things that seem to really stand out to people – but that we do a bad job at sharing more broadly. So here is an attempt at fixing that:
👍…
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Yesterday, all of
@plainsupport
came together to celebrate
@akoskrivachy
moving on. He was our very first hire and took a bet on us when we had nothing but a prototype.
I firmly believe people moving on is a thing to celebrate rather than lament. It means we’ve played a little…
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So, you work in tech and you have some share options in your startup. How should you think about them?
Here are some things I believe, as someone who’s received options that never materialised, then as an early employee at Deliveroo, and now granting them as a founder.
🧵👇
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The last couple of weeks have been busy. Here's everything we shipped at Plain:
📈 Released the beta of our Insights feature. You can now get analytics on your support volume, response times, and how your volume breaks down - like bug reports, feature requests, etc.
💬 More…
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Today, we're releasing one of the biggest additions to
@plainsupport
since we started.
Plain now helps you stay on top of all your Slack customer conversations, – and aggregates them alongside your existing channels like emails, in-app forms, and more.
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Plain is growing. We're looking for a freelance web designer who gets brand design, and a freelance content marketer to come and help us make sure everyone knows about
@plainsupport
. Who should we talk to?
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Day 2
@plainsupport
offsite.
At the end of every year,
@mattvagni
and I cook dinner for the whole team. This time, everyone came over a bit earlier, wrote thank you cards and wrapped presents for all our customers, and drank mulled wine. I love this team ❤️
So excited for 2024.
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It may be counterintuitive for me to say this, but the way
@eoghan
,
@destraynor
& team are turning up the marketing heat in the support space is awesome.
It’s the kind of competition that makes everyone want to try harder, and makes everyone better, including us.🔥🚀
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Today
@plainsupport
we're releasing a big change aimed at making your workflow in Plain a lot faster. Like, a lot a lot. We're affectionately calling it Magiqueue because it really feels magically simple.
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You either die a startup or live long enough to start using Zapier
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A lot of fun getting to introduce
@plainsupport
to Web Summit this morning!*
* until you get backstage and they mic you up and the size of the Centre stage dawns on you
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We just launched Plain for Slack.
If you talk to customers in Slack, you can now use Plain to stay on top of every single conversation – next to your emails, in-app form queries, and submissions from our API.
Here are a couple of small but important details in this release👇
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Who makes really nice websites? You know, the kind where the first thing you do is open the inspector to see how it’s built
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We're celebrating a small but important milestone today: We've just crossed 20k customers helped via
@plainsupport
🎉🙏
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We've been a little quiet lately at
@plainsupport
. Today I'm excited to share a couple of things we've been working on:
1/ 🏷️We’re dropping our "beta" label
2/ ✈️ Plain x Airplane
3/ 🚄 Plain x Railway
4/ 🎬 Plain x Screen Studio
5/ 🤝 We have a new investor
🧵
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Since starting Plain, I’ve spoken to hundreds and hundreds of people who work in support in all kinds of companies and roles in tech.
I’ve noticed a lot of common patterns in how companies scale their support and wanted to summarise a few of them, with a focus on tooling and…
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.
@mattvagni
and I have now been working on
@builtwithplain
for 12 months. It’s been exciting and humbling in equal measure. A good a time as any to reflect a bit.
Here are some things we did early on, and how we now think about them 👇
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Many of our customers are product teams supporting other product teams. It's a very technical kind of support.
We've just made it a little easier: We're adding code syntax highlighting and rich text formatting to our editor, powered by
@tiptap_editor
. 👇
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This week, we're releasing a new version of Plain packed with dozens of improvements big and small. We're so excited to share it with you.
Go check it out on and stay tuned for a deep dive into some of the changes later this week 👀
Over the past few months, we've been working on some of the biggest changes to Plain since we started the company. Today, we're excited to share them with you. 🧵
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Today, we’re opening early access for our Slack integration.
You can now manage support for your Slack Connect channels on Plain. It’s incredibly fast and backed by the power and extensibility of Plain. We’re so excited.
👇
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A few months ago: Work very hard for customer momentum
Now: Work very hard because of customer momentum
🎢🤩
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Today, we’re launching our manifesto: I believe that every product should have a point of view, and this is ours. We've talked a lot about our product previously, and now we want to talk a bit about why we're building it. A bit more in this thread 🧵👇
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At
@builtwithplain
we have something called Lunchtime Extravaganza. It's a 10min talk by a rotating team member on any topic of their choice.
Today is my turn, and I'm talking about what the Backstreet Boys can teach us about building a great company.
Here's my first slide.
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Reporting is coming to
@plainsupport
very soon. 👀📈
Support tools really are data tools. They should help you make sense of your queue and what your customers are telling you.
Some WIP, focusing on the basics of how and where we present data👇
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I went away for one day and shudder to think what I'll return to tomorrow
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Our _entire_ plane’s checked baggage got left behind at the airport. This is WorldTracer, British Airways’ missing baggage tracking UI, and I can literally hear the modem dial-up sounds. It’s glorious (though not confidence inspiring)
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We're building a new changelog for . Playing with some ways to add a signoff for the team members who worked on each release. Anyone seen anything nice other companies do here?
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One of my favourite rituals at
@plainsupport
is Design Gold 💰. We have a list of small frontend improvements that anyone on the team can claim, leaderboard style. It's a fun way for us to make small but important improvements outside of regular product work, stuff we don't need…
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We're hiring 🎉👇
A few months ago,
@mattvagni
and I started
@making_resolve
- we want to build the customer service tool for the companies of the next decade. We’ve been heads-down building for a while and are now looking for our first team members. We're hiring for:
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The biggest improvement we shipped in the last few months was also the one that was the least visible – even though it's noticeable on literally every interaction: Local-first state management.
People use Plain all day, every day. It's essential that everything you see is not…
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So excited to have this out. One of our most requested features!
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We do all-company support at
@plainsupport
. This means that every single person on the team speaks to customers every single day. When you reach out to us, chances are you’re talking to the very person that built the feature you’re asking about.
This has always been a part of…
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Having watched
@steventey
and
@dubdotco
in awe for a while, I'm thrilled to now have them as customers! ❤️
We've been integrating
@plainsupport
at
@dubdotco
and I'm blown away by how composable & delightful it is.
For any customer that reaches out to support, you can pull real-time subscription + usage data using Plain's Customer Cards feature.
The DX is simply unparalleled.
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This is an important perspective that doesn’t get talked about often enough in tech. Deliveroo’s success came at least as much from Ops as it did from Tech. The two disciplines are very symbiotic - but too many companies make it a very antagonistic / them vs us relationship.
One of the things working at Uber has taught me is appreciating the non-tech folks at a tech startup.
As much as I'd like to think that technology made Uber huge, in reality, just as much (if not more) of a success came from things outside tech: making things work on the ground.
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Trying something new: Every Friday, I'll do a little thread of what we shipped at
@plainsupport
✨
This week:
🤫 A lot of progress on a secret project
🤝 Customers page
✏️ Drafts
⏱️ Much faster initial loads
🐛 Several bugfixes
👇
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How do you go from designer, to founder CEO, to salesperson?
For most of my life, I've been a designer. Over my time building Plain, I've shifted most of my attention to sales. At this point, I probably spend 70% of my day with customers in one form or another.
Every founder I…
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This makes me feel very old, but it's stunning seeing the rise of Design's value in tech:
2014: Do we need a designer?
2018: We need a designer. But first, engineers, and on 30% more comp
2022: Hire a designer first and pay them like you pay your engineers
I'm here for it!
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For as long as I can remember, I’ve been an obsessive worrier, and
@mattvagni
puts up with a lot of my worrying. Today he bought me a little heart-shaped “worry stone”. Feeling all of the feels right now 😭❤️
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Last week was a pretty special one:
🤝 2 offers out and accepted
🥹 Onboarded a company I've been following and admiring for a long time
...plus another top secret thing in the works
Excited to see what this week has in store ✨
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We've recently adopted a simple but really effective weekly rhythm in how we ship and communicate.
1. Beginning of the week, we agree on p0, p1, p2 for product, marketing, ops
2. End of week, we review & demo everything we shipped, and write a quick changelog on the spot
3. We…
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Year 2 anniversary gift for
@plainsupport
team members. Each year is represented by a different material and icon. ❤️
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To make for a slightly less distracted 2022, I ditched my Apple Watch for a design classic I’ve always admired - the watch version of the Mondaine clock used in all Swiss Railway stations. It’s both very beautiful and statistically proven to increase timeliness. ⏰🚂
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I get a lot of cold emails every day, and I get that's how businesses are built. What I don't get is that after I ignore all 5 follow-ups, they all send a passive-aggressive "It seems like growing your business isn't a priority right now..."
Why would anyone engage with that?
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Working on a new website to accompany a big release for
@plainsupport
, and the power of
@framer
continues to amaze me. It enables a stunning level of speed idea→live. The compounding impact of a whole company dedicated to helping you make better websites is becoming very clear.
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Last week was a super busy one at
@plainsupport
- so much so, I meant to share all of this on Friday! We’ve shipped:
🚀 New actions UI
📮 Email filtering
📜 View original email HTML
👋 The best of all ships, a new team member:
@PreslavMihaylov
🧵
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Today, we're shipping our Linear integration. This has been one of our most requested features and one of our favourite products to use, so we're super excited to roll this out. And we're not done yet - we've got two more awesome things coming this week! 🚀
Day 2️⃣ of product announcements!
Plain now has a
@linear
integration🔗. You can link your workspaces to directly log issues in Linear that customers report in Plain and easily close the loop with customers once the issue is fixed. Learn more here-
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We try to build Plain as a really product-centric company, where everyone is incredibly close to our customers. We've landed on a couple of simple rituals along the way that work really well for us – here are some of them 👇
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We just launched something huge earlier this week that makes the core of Plain completely extensible.
Thread fields give you the ability to extend Plain to meet your specific support needs. Providing that level of customization without sacrificing a quick, high quality,…
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Just bought .
Thinking it would let you create a new Slack Connect channel, invite people and link it to your Plain workspace in one click. Great if you’re onboarding a new customer, for example.
Who would use this?
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How we go from a list of feature requirements to cohesive roadmap in 72h
It’s really easy to build a bad product, but nowhere more so than in B2B. In our case, you can speak to 10 support teams and get 10 slightly different and entirely valid ways of doing support. If you try to…
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In the early stages, support can be a great proxy of how much people care about your product. You don't get questions and feature requests for a product no one values.
We use Plain to support Plain customers (obviously), and this is our message count over the last 12 months. 😍
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Very excited to be welcoming
@origamar
to Plain this week, joining us from GoCardless. It’s rare to meet people who have the combination of rigour, thoughtfulness and drive Aliou brings – we knew pretty much from the off this was going to be a great match. Welcome aboard! 🎉
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We're launching our open beta on Product Hunt today. So much work has gone into this - we're really excited (and a little nervous) to finally share our product with the world!
We'd love your feedback and support 👇🐱
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Long time in the making. So excited for next week - we’re going to be releasing not one, but several big changes!
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This.
“The business” isn’t your enemy. The business pays your salary. Your job is not to make the business speak design, but to learn how to speak business and translate that into design. Before long you’ll notice people suddenly find design a lot more valuable
1. Design isn't self-expression. You're not an artist. Your primary job is to make money for your company by solving a specific class of problems that resolve business goals with user experience.
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Few software categories are as high-stakes as support, so it’s especially meaningful to us when companies like
@Railway
build their support function on Plain 🙏
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Tech Twitter last few years:
2020: So much talent available. It's time to build
2021: So much cash available. It's time to build
2022: Markets are tightening. It's time to build
2023: Apocalypse. It's time to build
🔁🙃
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From a customer call today. I don't like to brag, but feedback like this makes every single minute we've spent building Plain worth it. ❤️🥲
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💯 Knowing who you’re building for is part of the job, not separate from it. Not doing it if you can is self-defeating - you’ll build a worse product. It doesn’t have to be the whole team the whole time, but it should be part of the culture - the Rider team did this so well.
we did this at Deliveroo and i learned so much from it. i've delivered food in London, Leeds, Madrid, Milan, and Hong Kong!
lol the idea of making $400k and getting mad at having to try the product
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Last year
@builtwithplain
we made a giant spreadsheet with the critical path to a working product. It had ~620 story points and we looked at it every day.
As a little end of year gift, we divided it into 9 pieces, one for each team member. Every good thing is built together 🙌
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We're kicking off 2023
@plainsupport
hiring for a role that's going to be really integral for us: Our very first marketing hire, with a focus on product marketing.
A couple of things that make this a really special role for us: 👇
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This week, we rolled out a support rota
@plainsupport
. Now, everyone takes weekly turns both a) looking after our customers and b) planning our work for the week ahead.
Being able to do stuff like this is why we’re building an intentionally small company. ❤️
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Really happy to officially share our pricing plans today. Every company has a few things they deeply believe in, and for us it's that customer support should be not just a team but a shared responsibility in the entire company. Our pricing reflects that belief.
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My ambition is for Plain to not just become known for the product we're building, but for how we do marketing. Support is such a crowded space – the way we position Plain needs to stand out.
So: I'm looking for someone to build marketing with us – 0 to 1 👇
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World, meet Plain.
We’ve been heads-down these last few months building a really wonderful team and product. Thrilled to share a bit more about what we’re doing today. Much more to follow in the weeks and months ahead!
Resolve is out. New brand, new name, new website, same mission.
Say hello to Plain.
Thread shortly on why we changed name from Resolve and what's coming up in the next few weeks and months!
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A simple thing at
@builtwithplain
that I'm really happy with is that we have an evergreen "Excellent Basics" project in Linear.
We use it to improve the small stuff that compounds: adding nudges, fixing edge cases, improving error messages, keyboard shortcuts... Details matter!✨
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We just started recruiting for an unusual and incredibly exciting role at
@plainsupport
: We're looking for a former (current?) support leader to come help build our go-to-market with me.
We're seeing a lot of traction with fast-growing companies interested in adopting Plain.…
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When we started Plain, the thing we heard the most from customer support teams was just how challenging it was to get customer context in one place. Frequently, they'd have to open up dozens of tabs just to help one customer. Today we're launching something to fix that! 👇
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👋 We're hiring for our first Account Exec role at Plain.
We're seeing a ton of traction – at this point, the majority of our pipeline is for deals where customers are from consolidating multiple tools and incumbents onto Plain
We've got a small but super commercially-minded…
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To the people who, after the 5th unsuccessful cold email, insert "[Response needed]" into their subject line and CC in other people to set up a meeting: Don't.
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🚀🚀🚀
Our goal with Plain is to give you a single pane of glass across all your customer interactions, and to put those interactions into context – to show you the customer data you already have, help you coordinate all the work you do on behalf of customers with your product and…
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One of the best things I've done for my productivity lately: Every Sunday evening, I write down what I want to get done in the week ahead. Where I can, I block specific days. Not a 100% success rate, but definitely helped me be a lot more intentional and effective with my time.
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At every all-hands, three of our team members receive an award for one of their recent lunches. My slightly questionable seafood paella from a market stall got this one
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I've long admired
@IndexVentures
as a fund and as pioneers in venture capital, and was lucky to work with them for a year after leaving Deliveroo. So to have their backing means so much. Thank you
@GeorgiaS_IV
for your support, guidance and help 🙏
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There are few better at grasping and navigating technical complexity as quickly and effortlessly as
@mattvagni
and the team he’s built.
We’ve completely changed the foundations Plain is built on without a single major hiccup, all while keeping so many other plates spinning ❤️
Even though for many of our customers it was just a case of ⌘ + R to get all the new goodness in Plain, under the hood, it's basically a completely new app.
It's been a fun few months - a 🧵 about how we went about it.
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Great thread from our friends at Resend ❤️ there are few companies as deeply committed to high quality support.
We just crossed 40,000 users at Resend.
Now, one of our biggest challenges is around support.
So we decided to experiment with AI to help with that. Here's what we discovered...
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My favourite part of working on
@plainsupport
is that we get to play a small role in awesome endeavours like these.
It's based on the following amazing stack:
-
@nextjs
- Framework
-
@vercel
- Hosting + edge runtime
-
@openai
- Models
-
@supabase
- DB + auth
-
@upstash
- Redis + rate limiting
-
@markdoc_dev
,
@mdx_js
- Content
-
@tailwindcss
- CSS
-
@plainsupport
- Support
-
@stripe
- Payments
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