Support Driven Community

Got questions about support or running a support team? Get answers from our community of 2000+ folks that care deeply about support.

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 easy to find...

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

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

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 Driven...

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 something...

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

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

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

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...

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...

Bad Career Advice: Jack Jenkins

Jack Jenkins, a hip-hop loving father of two, works remotely from New Zealand as a Customer Support Engineer for Intercom. In this piece, he shares with us some of the worst career advice he's ever received. Got some bad advice you wanna share? Reach out to me at...

How to Write a Pitch

As a human being, it’s very likely that you’ve got a ton of great ideas swimming around in that head of yours. Maybe you even have so many ideas that you don’t know where to put them all—they don’t all fit on your blog, or your friend’s blogs, or your company’s blogs....

Career Timeline: Joe Wegner

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 Driven...

Remote Support Meet-Up Notes

Last week, I attended my first remote support meetup. I wanted to share the notes on what we discussed and what we gained – let’s spread the word! Something that we talk about an awful lot in the support industry is being remote: working with remote workers, managing...