Linear’s CX Playbook: Zero-Bug Policy with Alexandra Lapinsky Wilson

All companies care about product quality, but Linear actually has a zero bug policy with teeth.

We sat down with Alexandra Lapinsky Wilson, who leads Product Ops and CX at Linear.

Linear wants to bring the magic back to software, and Alexandra's teams are making that real for users every day.

Hear Alexandra's insights on how CX is critical to delivering on the zero bug promise

1. If a user thinks something is broken, it's a bug. No "that's expected behavior" excuses allowed
2. CX does real work before bugs hit engineering: troubleshooting, gathering logs, providing context
3. CX gets staffed on every product project from discovery through launch

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Read more about Linear's zero-bug policy here: https://linear.app/now/zero-bugs-policy

Timestamps:

0:54 - Retail to Software Career

7:32 - Zero Bug Policy Explained

10:24 - Identifying bugs for eng, collaborating with product

16:38 - Hiring Philosophy, Org

19:03 - Lightning Round Q&A (great support, favorite metrics)

Where to find Alexandra:

LinkedIn: https://www.linkedin.com/in/alexandra-lapinsky-wilson/

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