What is our vision for exceptional support

Goals describe the outcomes we want to drive for customers. They’re directional, long-term statements that guide how we work. They help us answer the question: What should be true if we’re successful at doing success?

Each of the goals below came from real user feedback and our own team’s aspirations. Together, they describe the kind of support experience we want Resend to be known for.

Speed

Our support is fast, reliable, and never holds users back.

We aim to meet our customers on their timeline, not ours. That means being available, responsive, and moving quickly. This is most important when something’s blocking their progress.

If we’re doing this right, support is a source of momentum, not friction.

Effortless

We solve with minimal back-and-forth and an eye toward preventing future problems.

Every interaction should feel efficient and thoughtful. We focus on getting to the root cause, providing solutions that make sense, and ensuring users don’t have to come back with the same issue twice.

Being effective means we fix what matters. Now and for the future.

People-first

Every interaction is hospitable and delightfully human.

We bring care and warmth into every message, not just answers. Customers should feel heard, understood, and supported by a real person. Not a script or a bot.

Whether we’re solving a bug or just saying hello, the human touch makes a lasting difference.

Experts

Developers count on us for trustworthy support and unmatched expertise.

We want customers to feel confident that when they reach out, they’re talking to the best in the business.

That means bringing not just accuracy, but insight, and building the kind of trust that makes us an extension of their own team.