Starting from scratch with company culture: discovering core values

When I read the job description for the Director of Operations role at Support Driven, there were a couple of pieces that jumped out at me and made me think, I want this job: We don't focus on growing the number of users, we focus on growing the value of what we do for the … Continue reading Starting from scratch with company culture: discovering core values

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

Take Control! Techniques for Efficient Live Chatting

I gave a talk this past weekend at SDX Portland on tips for controlling and ending chats. Here are the slides and script 🙂 https://cloudup.com/cYIs_hUqUwt Live chat is fast. That’s why it’s great for customers, and that's why it's a challenge for support professionals. Unlike email support, the customer is waiting for answers in real … Continue reading Take Control! Techniques for Efficient Live Chatting

SupConf: a conference organizer's dream come true

Photo credit Lance Conzett. Several months ago, Scott Tran of the Support Driven community asked me some questions about an internal mini-conference I had organized for Automattic's annual meetup. He was thinking about organizing a conference for support professionals, and he'd never organized a conference before. I was excited to share what I knew, as … Continue reading SupConf: a conference organizer's dream come true