Moving from individual contributor to team lead: how do I measure success?

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?

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

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

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

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