Moving into a new role is a time of both excitement and terror. Omg, so much is new 😀! Omg, so much is new 😫. One element I found challenging when moving into a lead role is that success is measured differently from how it was measured when I was an individual contributor. As an … Continue reading Moving from individual contributor to team lead: how do I measure success?
Tl;dr: I share a private Google doc with each team member, add an individualized agenda each week that includes questions specific to that team member plus information I want to share with all the team, keep notes in the shared doc, and mark action-items in red so I can scan the doc easily to find … Continue reading How to remember ALL THE THINGS when conducting 1-on-1s as a (distributed) team lead
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
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
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
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
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