Asking for help when you don’t know all the answers (which is pretty much always)

There's a great meme that circulates frequently in the circles I run in: I've used this meme to describe myself many times. I came to fully embrace it at Automattic when I was a support person embedded on a development team who were building an internal live chat tool. Talk about imposter syndrome. When the … Continue reading Asking for help when you don’t know all the answers (which is pretty much always)

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

Ecologist to… Happiness Engineer? The evolution of one career in support.

Growing up, I did well in math and science -- areas I was told repeatedly I was special to do well in. I felt a sense of rarity, and thought, "If I'm good in these, when others struggle, then this is where I should direct my life." By the time I arrived in college, it did not occur … Continue reading Ecologist to… Happiness Engineer? The evolution of one career in support.