On the Freshdesk blog: How WordPress.com handles over 2000 support requests each day

After reading recent posts about my daily and weekly routines as lead of a distributed support team at Automattic, Arun Sathiya reached out to ask me more about WordPress.com support for the Freshdesk blog's "Secret Sauce to Customer Support" series. I was happy to spend a Saturday afternoon chatting with him via Slack. On top … Continue reading On the Freshdesk blog: How WordPress.com handles over 2000 support requests each day

Weekly routines of a Distributed Support Team Lead

Earlier this week, I wrote about my daily routines as the lead of a distributed customer support team. While I do have rituals and routines in my daily work, as a lead I've found it is the weekly routines that empower me to be productive and make sure I follow through on expectations and commitments. … Continue reading Weekly routines of a Distributed Support Team Lead

Daily Routines of a Distributed Support Team Lead

My name is Andrea Badgley, and I lead a distributed team of 12 Happiness Engineers (customer support professionals) at Automattic, the maker of WordPress.com, Jetpack, and WooCommerce. I am based in Virginia in the eastern US, and my 11 teammates are based in Canada, the US, Venezuela, Peru, Brazil, and wherever they happen to be … Continue reading Daily Routines of a Distributed Support Team Lead

A day in the life of a live chat Happiness Engineer

I lead a WordPress.com live chat team at Automattic, and as we expand our live chat offering into the weekends, I work a couple of weekend days each month. Today is one of those weekend workdays for me. On weekends I do more customer-facing-support and less team-lead stuff than I do during the week, and I'm … Continue reading A day in the life of a live chat Happiness Engineer

The power of self-demand

People in general, and knowledge workers in particular, grow according to the demands they place on themselves... If they demand little of themselves, they will remain stunted. If they demand a good deal of themselves, they will grow to giant stature. -- Peter Drucker, The Effective Executive I'm spending the morning under a blanket, transcribing … Continue reading The power of self-demand

Tools I use for task and time management

This week's SupportDriven writing challenge focuses on tools, and specifically on the tools we use for time and task management. When I moved into a leadership role this summer, my day-to-day work changed significantly, and in any given week I'm trying 2 or 3 different tools to find an effective combination that helps me get the right work … Continue reading Tools I use for task and time management

Ecologist to… Happiness Engineer? The evolution of one career in support.

Growing up, I did well in math and science -- areas I was told repeatedly I was special to do well in. I felt a sense of rarity, and thought, "If I'm good in these, when others struggle, then this is where I should direct my life." By the time I arrived in college, it did not occur … Continue reading Ecologist to… Happiness Engineer? The evolution of one career in support.