In the past 18 months since I joined Support Driven, we've moved from a dependency on one person's expertise to scalable, documented processes for producing Support Driven conferences. When I signed on in an operations role, we didn't have a plan laid out for operationalizing the conferences. Like so many things, we made it up … Continue reading From worry lists to pipelines: 4 steps we used to design processes so we can scale
Tag: work
Stop when you’re feeling strong, and know where you’ll start again
It was wonderful to walk down the long flights of stairs knowing that I'd had good luck working. I always worked until I had something done and I always stopped when I knew what was going to happen next. That way I could be sure of going on the next day. - Ernest Hemingway, A Moveable … Continue reading Stop when you’re feeling strong, and know where you’ll start again
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 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
The power of self-demand
People in general, and knowledge workers in particular, grow according to the demands they place on themselves... If they demand little of themselves, they will remain stunted. If they demand a good deal of themselves, they will grow to giant stature. -- Peter Drucker, The Effective Executive I'm spending the morning under a blanket, transcribing … Continue reading The power of self-demand
Tools I use for task and time management
This week's SupportDriven writing challenge focuses on tools, and specifically on the tools we use for time and task management. When I moved into a leadership role this summer, my day-to-day work changed significantly, and in any given week I'm trying 2 or 3 different tools to find an effective combination that helps me get the right work … Continue reading Tools I use for task and time management
Andrea Badgley 