MultiOn
Learn how we helped MultiOn scale from 8 employees to 20
From early user to Head of QA and Customer Support in only 90 days.
When other consultants were sending proposals, our founder Julian Brooks was already solving MultiOn's problems—transforming from an enthusiastic community member to leading two critical departments that enabled the company's rapid growth.
MultiOn's AI browser agents represented the future of digital productivity, allowing users to automate complex web tasks that previously required manual effort. Our work behind the scenes helped them scale operations while maintaining the exceptional user experience that made them a standout AI startup.
Services
Customer Support / QA / Internal Operations
Client
MultiOn
Year
2024
Website
The Journey
Finding Opportunity in Chaos
After seeing a MultiOn demo on "This Week in Startups," our founder Julian Brooks was instantly captivated. He immediately began testing the product and joined the Discord community. Drawing from his experience with early-stage startups like Midjourney, Julian recognized MultiOn's potential and took a proactive approach—turning on notifications for every Discord channel and helping users wherever possible.
His dedication caught the attention of MultiOn's community manager and eventually founder Div Garg, who began assigning increasingly complex tasks. Julian quickly progressed from community member to staff volunteer, joining daily meetings and contributing significant value—all before any formal relationship existed.
After months of proving his worth, Julian was offered a position as a freelance technical consultant—his first startup role after years in big tech as a QA tester. This transition led to the discovery of 400 unread customer support tickets and the absence of QA processes, creating the opportunity to establish and lead both the QA and Customer Support departments.
Challenge
Drowning in Success
When our founder Julian Brooks joined MultiOn, he found a promising startup drowning in operational chaos. With 400 unread customer support tickets in the queue, no formal QA processes, and knowledge siloed within individuals, MultiOn was looking to scale beyond their initial team of 8 employees but faced road-blocks. Customer satisfaction was suffering, bugs were going unaddressed, and new employees faced a steep learning curve with no documentation to guide them.
The company needed to establish foundational systems for Customer Support and Quality Assurance from the ground up—particularly challenging given that MultiOn's AI Agents represented a cutting-edge technology with very little established testing frameworks or best practices in the industry at the time.
Our Approach
Hands-On Solutions, Not Just Strategy
Rather than immediately building automations, we first rolled up our sleeves to address the immediate crisis: manually responding to all 400 backlogged support tickets to stop customer churn. This hands-on approach gave us critical insights into the actual problems users were experiencing and MultiOn's operational bottlenecks.
We then mapped information flows throughout the company, conducted team surveys, and interviewed new employees after their first week—uncovering "hidden under the carpet" issues that veterans had become blind to. This diagnostic process revealed opportunities for both immediate fixes and long-term systematic improvements.
For QA specifically, we pioneered evaluation methodologies for AI Agents—a field so new that best practices had to be created from scratch. We also established a community of over 1,500 beta testers on Discord who provided real-world feedback, helped reproduce bugs, participated in user interviews, and even became a talent pipeline.
Results
Created an automated system that managed 90% of customer support tasks, allowing the team to focus exclusively on responding to customers
Built a custom assistant trained on MultiOn's brand tone and policies that generated draft responses for each customer inquiry
Developed a fine-tuned QA assistant capable of creating test cases, writing bug reports, and defining QA strategy
Implemented QA automations that kept bug tracking software clean by merging duplicates, requesting additional details when needed, and providing data-driven insights
Created custom Slack bots integrated with MultiOn's Harbinger Assistants
Established a knowledge database that eliminated onboarding gaps and broke down information silos between departments
Built custom notification systems to improve cross-team communication
Developed custom dashboards for tracking key metrics
Impact
This transformation was accomplished over 10 months while simultaneously managing both the QA and Customer Support departments. The impact extended far beyond technical achievements:
Customer satisfaction improved by over 200%, reaching an average satisfaction rate of 93%
Support team was able to handle hundreds of inquiries daily instead of falling further behind
Established first-of-their-kind QA processes for AI Agents that became internal best practices
Created systems that allowed a single person to successfully run both QA and Customer Support departments
Enabled company-wide focus on high-leverage tasks while automations handled routine operations
Formalized processes and SOPs that made scaling from 8 to 20 employees possible without losing efficiency
Contributed to measurable increases in new user acquisition and retention
Assisted in the creation of standardized benchmarks
Keys to Success
The Harbinger difference wasn't just in building systems—it was in our willingness to "shovel coal" alongside the team while tearing down barriers to peak performance. By combining immediate tactical support with strategic automation, we delivered transformative results that would typically require months of dedicated effort in just weeks.
Most importantly, we didn't just build tools and walk away. We embedded within the team, gained first-hand understanding of their challenges, and crafted solutions that addressed both urgent needs and long-term scalability goals—allowing MultiOn to grow from a small startup to a thriving company with confident, empowered teams.
