Some context: I started working at a startup with 8 employees as a mid level developer about 3 months ago. One of the responsibilities I was tasked with is facilitating communication with our product support/QA team and our engineering team. I really enjoy this type of task as an occasional alternative to engineering responsibilities, but I am finding it more challenging than expected.
The end goal is to create repositories of information and to establish regular communication channels between the two teams.
I set up a biweekly meeting with the customer service liaison and we've gotten a few actionable items from those meetings so far. But I'm definitely struggling to find a format for this meeting. I tried it with an open ended and casual tone, but it feels too meandering and vague, so I would like to develop a regular format.
How can I structure this meeting to facilitate our goals? How can I use our existing toolset(Atlassian suite) to improve communication? How can I avoid wasting the customer service rep's time and maximize value from this meeting?