There’s a lot happening at SUPCONF NYC and this is the place to keep track of it all. These are the activities that have been confirmed so far, came back before the event to get the latest list. Check out the list below and get ready for SUPCONF!

Do you like to take pictures?
We ❤️ pictures too! Share your pictures on Instagram with the #SUPCONF tag and our SmugMug SUPCONF NYC gallery by uploading them here.

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October 21st
The Booklet

November 14th
11:30 – 12:30 pm Lunch Meetup
7 – 8 pm Cupcake Social with Directly

November 15th – SUPCONF DAY 1
9:00 am Registration/Breakfast
9:50 am Opening Remarks With Andrew Spittle
10:00 am Opening Keynote With Elizabeth Tobey – Never A Straight Line: Creating A Career In Tech

Improving Team Performance Talks
10:30 am Karen Arnold – Casting Support Engineers: Auditioning To Create Your Dream Team
11:10 am Lance Conzett – When And How To Break Up With Abusive Customers
11:35 am Laura Marciano – Flip Or Flop: Knowing When To Invest And How To Repair Your Team
12:00 pm Breakout discussions

12:30 pm Lunch
12:50 pm Lightning Talks

Working with Data Talks
2:00 pm Justin Grenier – Predicting Your Team’s Capacity And Preventing Burnout
2:25 pm Beth Halel Trame – Seeing RED: Designing The Agent Experience With Data
3:05 pm Graham Murphy – Connecting Customer Support And Revenue: Bridging The Gap With Data
3:30 pm Breakout discussions

4 – 6 pm Mixer
4:30 pm Support Driven GIF Battle, sponsored by CloudApp, GetGuru, FullStory, and Mevo
6 – 7pm Yoga with Mercer
6:30 pm Dinner & Conversation with Kustomer

November 16th – SUPCONF Day 2
9:00 am Breakfast

Changing The Conversation Around Support Talks
10:00 am Mat Patterson – Growing Pains: Why Support Quality Scales Up.. Or Slides Down
10:25 am Margot da Cunha – Step Away From The Screen: The Value of Meeting Customers In Person
11:05 am Chris Hardie – From Transactions To Partnerships
11:30 am Breakout discussions

12:00 pm Lunch
12:20 pm Support Ops Live Show

Owning Your Career Talks
1:30 pm Emily Triplett Lentz – Clearing The Path: Career Tracks In Customer Support
1:55 pm Camille Acey – Where To Next? Tips For Evaluating Potential Growth Opportunities
2:35 pm Rob Bailey – Rocking Your Seat At The Big Table
3:00 pm Breakout discussions

3:30 pm Closing Keynote With Ben MacAskill – Feeling Smug: Building A Career At One Company
3:55 pm Closing Remarks

7 – 10 pm Karaoke Roulette, Powered by Olark

November 15th and 16th – SUPCONF Both Days
The CloudApp Coffee Bar
Aircall Raffle
Help Scout Humans of Support

The key thing to remember is if you would rather not be in the booklet, let us know through the questions attached to your ticket. We’ll be pulling photos for the booklet from your Slack profile on October 21st, so update it by then if you want to use a different photo. If you’re not in the Slack, you should have an invite. Get in touch with us if that’s not the case.

Monday, November 14th

11:30 – 12:30 pm Lunch Meetup
If you’re coming to the conference early (or you live in NYC), meet other customer support pros for lunch! Seating is limited (this is NYC after all) RSVP here.

7 – 8 pm Cupcake Social
Join us for cupcakes at Digital Ocean HQ from 7-8pm the evening before the conference starts. Meet fellow attendees and get pre-registered for the conference.

Tuesday, November 15th

12:50 pm Lightning Talks
Feed your mind while you feed your appetite! Seven speakers, selected by attendee votes, will deliver rapid-fire talks during lunch on Tuesday. This amazing lineup of support professionals will share their knowledge on a variety of topics in a short and sweet format that will quickly give you plenty of new ideas to grow your expertise in support.

  1. Matt Dale from Illuminate Education — How to troubleshoot anything (and generally be more awesome at life)
  2. Darren Lee from Intercom — NPS doesn’t stop with the survey
  3. Peter Shin from Olark — How to think about service like a product designer
  4. Justin Reist from Shopify — Leading as an Introvert
  5. Karl Pawlewiz from Olark — Surprise! You’re also a salesperson (like it or not)
  6. Kelly O’Brien from Kayako — You have been eaten by a grue: Self-service lessons from a 36-year-old text-based adventure game

4 – 6 pm Mixer
Relax after the first day of talks and enjoy some light snacks and get to know your fellow attendees.

4:30 pm Support Driven GIF Battle
Live by the GIF, die by the GIF. Brought to you by CloudApp, GetGuru, FullStory and Mevo.

8 participants will face off 1v1 in a tournament to determine who has the best GIF-fu and who will take home the crown! There will be a prize for 1st place (it will probably not be a crown).

How will we battle?
2 participants will face off in a 1v1 match where you’ll be presented with a customer support related tweet ( and for example). You’ll have up to 1 minute to respond to the tweet with a tweet length message and a GIF (or just a GIF). The winner is decided by the audience response, and if that’s too close to tell, the quicker response wins.

Participants will register up to 25 GIFs (think of them like a card deck) for battle before SUPCONF using CloudApp. CloudApp accounts will be provided to all participants and you check out how to get set up with CloudApp here –

Tournament format
The battle will be a single elimination tournament. With 8 participants, that means you’ll start in the quarter finals! The winner of the quarterfinals will be decided in a best of 3 format (whoever gets to 2 wins first).

The semifinals will also be a best of 3 and the finals will be best of 5. There will be prizes (And fame! No fortune though, this is all for fun) for 1st place at the battle.

You have to be attending SUPCONF to participate (the battle will happen during the mixer after the talks are over on Tuesday).

It will be epic. It will be silly. Register now to enter the Support Driven GIF battle. Registrations are confirmed on a first come first serve basis, so don’t wait too long if you want to join. Fun and fame await you!

6 – 7pm Yoga with Mercer
Mercer offered to lead a Yoga class at SUPCONF and we think it will be fun! So we said “Yes Plz!” and we’re excited about getting together with friends for some yoga.

We’ll make some space for yoga mats (there may be extra yoga mats, check with Mercer) after the mixer. Everyone is welcome to join – whether you’re an experienced Yogi or completely new to Yoga.  Let us know if you’re attending here –

6:30 pm Dinner & Conversation with Kustomer

After a busy first day at SUPCONF NYC, we know you will be hungry. Kustomer invites you to a multi-course dinner at Pera Soho, just two blocks from Digital Ocean HQ. Pera serves delicious Eastern Mediterranean fusion, with dishes like Mediterranean Braised Short Ribs, Double Lamb Chops “Izgara”, and Grape Leaf Wrapped Branzino.  

The dinner topic will be ‘How To Build A Career As An Executive in Support’.  We have also arranged a mystery guest speaker, who will be announced at the beginning of the dinner.

This event has limited spots, so it’s first come first served. We are excited to meet you all in person!

The important information:

When: Tuesday, November 15th at 6:30pm

Where: Pera Soho, 54 Thompson St (and Broome St), New York, NY 10012

Cost: Free! Just bring your lovely selves

RSVP: First come first serve, please RSVP using this link

Wednesday, November 16th

12:20 pm Support Ops Live Show
For the first time ever, the Support Ops crew (Chase, Carolyn, Jeff and Chase) are recording a show in person!

Have you ever wanted to jump into an episode and ask them a question? Now’s your chance.

What challenges are you facing at work? Have the Support Ops crew chime in on it. What should you eat for breakfast? They don’t know but they’re probably willing to share their favorites. Send in your questions for the crew here and see you in New York!

7 – 10 pm Karaoke Roulette, Powered by Olark

“In New York, Karaoke Jungle where dreams are made of, there’s nothing you can’t sing…”

Once the dust has settled on SUPCONF NYC, let’s warm up our voices, let down our hair, and see if you’ve got what it takes to be Support Driven’s next Karaoke Star!

Wednesday night after the conference we’ll head to Koreatown (32nd Street between 5th Ave and Broadway) for some private karaoke room action. But this isn’t an ordinary Karaoke night – this is Karaoke Roulette.

Everyone who attends MUST. sing. a. song. Everyone will put their name in a hat, and MC KP will be pulling names at random. When your name is pulled, it’s your turn to take the stage, so you better be ready.

The format is as follows:

– 20 minute open mic: pick any song and do what you need to get warmed up. 

– 2 hours of karaoke roulette, or until everyone’s name is called

– any remaining time is open mic, open party

The cost will be approx $10/person for the room rental (depending on how many people we have it will probably be less). Drinks and food will be available for purchase at the venue.

When: Wednesday, November 16th at 7:00pm – 10:00pm

Where: Koreatown (32nd Street between 5th Ave and Broadway)

Cost: The cost will be approx $10/person for the room rental (depending on how many people we have it will probably be less). Drinks and food will be available for purchase at the venue.

RSVP: Use this link – to RSVP and get your karaoke on!

November 15th and 16th

The CloudApp Coffee Bar
How do you take your coffee? If your answer is “worldly delicious liquid heaven served at 195°F and nearly impossible to find in NYC,” then you’re in luck! CloudApp is proud to pour gallons of San Francisco’s finest, Philz Coffee — served at a high-speed filling station with all the fixings.

Aircall Raffle
Don’t miss your chance to win an Amazon Alexa! Enter Aircall’s AWESOME raffle by answering 3 quick questions. Make sure to stop by the swag table on Tuesday to participate. We will announce the lucky winner on Wednesday.

Help Scout Humans of Support
Inspired by Humans of New York, Humans of Support is a weekly storytelling series featuring support professionals and their experiences of working in customer service.

You can give your story at the Help Scout booth in the executive conference room at SUPCONF on Tuesday or Wednesday. Tell us about a memorable experience you’ve had working in support — it can be with a customer, a colleague, a boss or whomever. What did you learn or discover from this experience?

Your answer doesn’t have to be lengthy or revolutionary. We’re looking to showcase everyday experiences, inspire our community, and spotlight the voices of support pros everywhere. In fact, it will only take a few minutes to contribute. You’ll be filmed and/or photographed, depending on your preference, and we’ll be livestreaming select responses (with your permission).

Nobody knows support like you do, so come share your unique perspective with the world!

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