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
Tag: automattic
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 Happiness Engineer: Introduction
Originally published on Butterfly Mind, October 2014. When I applied for my job as a Happiness Engineer, I wasn't entirely sure what the job would entail. The job title is unique, for sure, and when I wore my Happiness Engineer T-shirt on my way to the company's Grand Meetup, three different people stopped me to … Continue reading A day in the life of a Happiness Engineer: Introduction
Call me Democratizer
I can't wipe this grin off my face. Remember that job I've been alluding to and that I've been working towards the past few months? I got it! On September 4, 2014 - my 40th birthday - I begin my career with Automattic, a web company that describes its services using haiku, that has employees … Continue reading Call me Democratizer
Andrea Badgley 