Last April, I sat down at my computer, opened my text editor, and typed out a document titled "One year from today." I had recently started my new job at Support Driven. I had been on board about three weeks: little enough time to still have a newcomer's outside view and long enough time to … Continue reading If it were up to me, in one year my life would…
As Support Driven Expo was winding down in Portland last week, Lisa Hunt from the Support Breakfast podcast popped by with her microphone to ask, "What is one thing you learned at SD Expo?" I bumbled -- uhhhh, ummm. My brain was mush after helping plan and execute the conference. I asked Lisa if I … Continue reading We all have something to share
A perennial topic in the customer support industry is "What does a career in support look like?" As support professionals, we want to see a path before us and want to know how to develop along that path, especially if our interest does not lie in managing people and climbing a leadership ladder. There are … Continue reading Customer Support Skills Tree
Originally published on Butterfly Mind, December 2015. As I help organize the inaugural SupConf, a conference for people who want to make a career in support, I've been thinking a lot about what a career looks like, and what a career is. At the company I work for, Automattic, there is no ladder to climb … Continue reading What is a career?