Day 1 – Wednesday, April 1

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8:30am – 9:30am

ASSEMBLY LOUNGE

Registration & Breakfast

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9:30AM - 9:40AM

Revolution Hall Auditorium

Morning Remarks

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9:40AM - 10:25AM

Revolution Hall Auditorium

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Case Study: Management

Case Study: Tips for Internal Networking

Grow your confidence to reach out to people outside of your usual circle at work to build bridges and develop processes to better equip support and other ops teams to work together.

Silos serve nobody. Support teams often lament being left out of the decision making circle, or being the last to hear about important company updates. While it would be great to have other teams wake up and understand the value of CS/CX teams tomorrow, there are simple networking strategies you can apply now to start building those relationships now. We’ll talk about how to join conversations, identifying members of other teams who might be most open to working together, and how to propose larger changes to people-ops and team leads/directors.

Sarah Betts, Feels Herder, Olark

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10:25AM - 10:40AM

Revolution Hall Auditorium

Sponsor Break

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10:40AM- 11:00AM

Revolution Hall Auditorium

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Talk: Management

Helping Your Early Teammates Adapt: Generalists Versus Specialists

How to choose the right teammate types for a small team, and enabling them to grow into being the best teammates for a growing team.

When you’re working with a small team at a small company, everyone “wears many hats”. I’ll give some opinionated guidance on which roles are right for small teams and then immediately provide suggestions about how to grow the people you have into the people you need, in either direction.

Chris McCraw, Head of Support, Netlify

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11:00AM- 11:20AM

Revolution Hall Auditorium

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Talk: Management

Managing Up

Gain a better understanding of how to work with an inexperienced manager, and actionable steps to take to help you get what you need from your manager.

If you’re a leader at a startup, chances are, your leader might not have much management experience, in fact, you might have many more years of people management than they do! Startup founders tend to be folks who saw a product/service hole and want to patch it up. How can you shape the relationship you have with your manager in a way that is effective and rewarding at both of your experience levels? In this talk, I’ll show you how!

Sara Gardinier, Customer Support Team Manager, Research Square

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11:20AM - 11:35AM

Revolution Hall Auditorium

Sponsor Break

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11:35AM - 12:20PM

Revolution Hall Auditorium

Breakout Session: Impromptu Networking 

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12:20PM - 1:45PM

ASSEMBLY LOUNGE

Lunch

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12:40PM - 1:40PM

Revolution Hall Auditorium

Partner Panel: 

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1:45PM - 2:30PM

Revolution Hall Auditorium

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Case study: Strategy

Supporting Big Changes

The value of fluid feedback during transition: there is no such thing as "Overcommunication", especially on a remote team.

Our company had a strong name and a brand that after 5 years, had a substantial following. Then it happened, the loss of a name that we had worked so hard to build a product around. This talk is going to take the audience through the journey of appear.in becoming Whereby and how our support team of three people handle the transition from a beloved brand to a whole new identity.

Ashley Sachs, Director of Support, Whereby

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2:30PM - 2:45PM

Revolution Hall Auditorium

Sponsor Break

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2:45PM - 3:05PM

Revolution Hall Auditorium

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Talk: Strategy

All Hands Support at Scale

A growing company will inevitably have to hire more specialized employees and that will create silos between the teams. There is a way to prevent silos by forcing connections in support. To enable this you have to build early on a team whose sole purpose is to make sure everyone doing customer support is put in the best conditions possible.

What is a great way to make sure all your employees are close to the customers and close to the product? There are several options, but having everyone doing customer support is definitely one of the most natural and efficient way of building a company that solves the problems of its customers while keeping everyone in the loop.

Marc Olivier Meunier, Head of Customer Support, Smartly.io

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3:05PM- 3:25PM

Revolution Hall Auditorium

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Talk: Strategy

Managing Support Like a Product

You may not have complete control over every situation your support team faces, but you have the ability to learn from those experiences and adapt your team to better handle them in the future.

Whether you’re a team of one, or a team of fifty, your support team is the face of your company. That type of exposure opens it up for lots of critiques, which can often lead to knee-jerk decisions that you can end up regretting later. When you think of your support team as a product, you’re in control of your growth as a team rather than a victim to the circumstances your team is in. You make proactive decisions rather than reactive. You prevent burnout instead of causing it. You have time to think scenarios through instead of being caught off guard. You empower your agents to think for themselves.

Reagan Helms, Head of Support and Training, Planning Center

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3:25PM - 3:40PM

ASSEMBLY LOUNGE

Snack Break

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3:40PM - 4:25PM

Revolution Hall Auditorium

Breakout Session: Appreciative Interview

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4:25PM - 4:30PM

Revolution Hall Auditorium

Day 1: Closing Remarks

Day 2 – Thursday, April 2

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8:30am – 9:35am

ASSEMBLY LOUNGE

Registration & Breakfast

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9:35AM - 9:40AM

Revolution Hall Auditorium

Morning Remarks

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9:40AM - 10:25AM

Revolution Hall Auditorium

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Case Study: Operations

How to Bake Customer Support into Your Company Culture

Think of a time where you wish someone else in your company had undergone customer support training.

In any company, each and every department (regardless of it has the word “customer” in the title) interacts with customers in some form or fashion. Whether you’re in sales and speaking with potential customers, or an engineer actually building the product, you have an impact on that customer. Every interaction you have with the customer leaves them with either a positive, neutral, or negative experience. This is something that we all in customer support understand, but I assure you that many of your colleagues do not. Most think of customers as being on a “journey” before, and during, the sales process, but what some fail to realize is that their journey starts its next chapter the moment they sign as a customer. Customers are handed off from sales to onboarding, then to their customer success managers, then to support, and even to marketing if everything has gone well. But if handled poorly, any one of these contacts could result in a negative experience (which would send that customer right back to your support queue). But not everyone has been trained to handle customers, and it can be incredibly difficult to implement the skills and tactics we all use every day – sharpening your soft skills (so to speak), staying calm and collected, and most importantly, empathizing with customers. With departments under different heads, siloed with their own goals (and sometimes with physical walls and cubicles), how can you create a culture that not only values customer support, but also actively embraces the task of supporting customers and works together to create a unified front? Or to put it more simply, how can you bake customer support right into your company culture? In this case study (or lightning talk), I will dive into ways to create a culture where customer support is baked right into the foundation (and how to pitch this to your boss), how to keep communication open between your teams, how to integrate support into all functions of your company, and how to create opportunities for learning and adoption (and ideas for turning mistakes into teachable moments).

Kenji Hayward, Head of Customer Support, Front

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10:25AM - 10:40AM

Revolution Hall Auditorium

Sponsor Break

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10:40AM- 11:00AM

Revolution Hall Auditorium

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Talk: Operations

How to Take the Fuzzy Out of Hiring

Hiring is hard - but it doesn't have to be. Let me help you identify what your TRUE hiring needs are, so you can quickly screen candidates as they come in.

We’ll use a formula to develop exactly what you need to be hiring for, and you can then use this to screen your incoming candidates, making exact hiring decisions.

 Chelsea Baker, Senior Manager Support Services, Recruiterbox

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11:00AM- 11:20AM

Revolution Hall Auditorium

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Talk: Operations

Data Driven Decisions

How to use business intelligence to improve processes to help grow, scale, and make delighted customers.

Do you ever wish you could streamline processes to make it easier on employees AND make your customers happy? Are you not sure where to start or what will make the biggest impact? Using the business intelligence you have at your fingertips, you can quickly and easily make adjustments to accomplish both engaged employees and delighted customers. You don’t need to be an data analytics guru, I can show you in a few simple steps how to take your information, analyze it and implement new processes that are beneficial for you, your customers, and your future growth.

Jasmyn Haas, Director of Customer Support, Flume

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11:20AM - 11:35AM

Revolution Hall Auditorium

Sponsor Break

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11:35AM - 12:20PM

Revolution Hall Auditorium

Breakout Session: Troika Consulting

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12:20PM - 1:45PM

ASSEMBLY LOUNGE

Lunch

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12:40PM - 1:40PM

Revolution Hall Auditorium

Partner Panel: 

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1:45PM - 2:30PM

Revolution Hall Auditorium

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Case Study: Career

From IC to People Manager

Not everybody needs to move up on a vertical line, but those who can and want to need the right kind of foundation. Learn to identify independent contributors for management roles, then train, support, and evaluate them for mutual and ongoing success.

Many small companies either prefer to, or are sometimes forced to, rely on moving independent contributors into managerial positions. If not done correctly, this can be a great source of stress and disappointment on both the team member’s and the company’s end. We at DreamHost went through lots of growing pains; I myself walked this path from agent to team lead to director to VP. I would like to share the solution which helped us groom some of the best people managers we have had on our team, yet.

Andrea Silas, VP of Technical Support, Dreamhost

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2:30PM - 2:45PM

Revolution Hall Auditorium

Sponsor Break

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2:45PM - 3:05PM

Revolution Hall Auditorium

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Talk: Career

Successful Shadowing

Internal professional development programs are attainable to start within your team.

Invest in your CS department by exposing them to other areas of your business. Customer Success is the lifeblood of any organization and it’s often overflowing with untapped potential. I can tell the attendees about several Professional Development opportunities I set up for Waitr’s CS department including shadowing, excel training, empathy training and its impact on customer satisfaction, and more!

Julie McCollough, Culture Consultant, Waitr Holdings

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3:05PM- 3:25PM

Revolution Hall Auditorium

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Talk: Career

How to Board the Rocket!

How to navigate your early days in a new leadership role.

When you embark on a journey of a support leader in a fast paced startup there is a lot to navigate. I’d like to share a bit about what the first few months look like and how that shapes your future in the role. In this talk I will cover some of the common obstacles to traverse. This journey is one I have taken a few times now. As all of us have from time to time I have stumbled through some of the way. I hope to shed some light on what worked well in my early time as a support leader in a startup.

 

 

Ian MacLean, Head of Customer Care, North America – Aircall

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3:25PM - 3:40PM

ASSEMBLY LOUNGE

Snack Break

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3:40PM - 4:25PM

Revolution Hall Auditorium

Breakout Session: 15% Solutions

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4:25PM - 4:30PM

Revolution Hall Auditorium

Final Closing Remarks

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