How Not To Squash Your Team With Red Tape

One of the common tenets of growth theories is that companies require process and structure as they grow. And if they’re lucky, they’ll grow long enough to reach a critical tipping point where too much structure will begin to squash innovation. It’s...

Call For Proposals – SD Expo 2018

We’re looking for presenters for Support Driven Expo 2018, June 21-22 in Portland, OR! The focus of sessions at SD Expo is on actionable takeaways. Attendees are looking to develop their skills and knowledge. Every session should have clear takeaways that can be...
Achieving Success with an Outsourcing Strategy

Achieving Success with an Outsourcing Strategy

An outsourcing strategy can be used to solve business problems ranging from lowering costs and scaling, to expanding geographical or language reach of your team.  However being successful at these strategies is not always easy. According to Deloitte, almost one-third...
Career Timeline: Doug Aitken

Career Timeline: Doug Aitken

Every time I take a look at someone’s resume, I feel like I get a little window into their soul. How do they talk about themselves? What do they think is the best way of delivering that information? In our newest series Career Timelines, members of the Support...
Should There Be A Support Driven EU Conference?

Should There Be A Support Driven EU Conference?

We first brought the Support Driven community together at a conference in May of 2016 at Automattic’s space in San Francisco. Since then, we regularly get questions from our European community asking when we’ll organize an EU conference. It’s...
Learnings from a Year of Job Applications

Learnings from a Year of Job Applications

Hey. My name’s Drew. For the past two years I’ve had a really unique situation in that I have been basically constantly job hunting. I’ve worked temporarily or as a consultant, but not had a steady ground-under-my-feet job in a while, if ever. Recently, I have started...
From Support Rep to Cofounder

From Support Rep to Cofounder

Like most people, when I was younger, I never expected to work in customer support. Throughout high school, I never set my eyes on any specific profession, and the only thing that I had in the back of my mind was that, eventually, I wanted to work for myself. When I...
Onboarding the Community: An SD Service Design Project

Onboarding the Community: An SD Service Design Project

When Scott started the Support Driven Slack community in 2014, it was a handful of passionate support pros he had interviewed on his podcast. The community served as an active place for us to have support conversations, learn from each other, and grow our expertise....
A Day in the Life of Sarah Chambers

A Day in the Life of Sarah Chambers

Hi! My name’s @sarahleeyoga. Well, actually Sarah Chambers, but you’ll probably recognize me as my Twitter and Slack handle first. I spend a lot of time in the Support Driven slack community, but I have good reason to! It’s basically my work slack, since I quit my job...

What User Research can do for your support career

Do you ever wonder if User Research is the career direction for you? Or whether tools from User Research can help you develop in your current role in support? They can. And it might be. So come join us to talk about Support and User Research. Bring your questions and...