Support Driven Community



If you’re looking to share and build relationships with other folks in customer support or looking for your first (or next) job in customer support, you’ve come to the right place.



Support Salary Survey

We’ve partnered with Freshworks to help bring you this salary survey. We do the survey to shed light onto conversations about pay. We believe customer support is a fantastic career choice and we want to help people get paid what they’re worth. 

Heads of Support Survey

We’re working with Freshworks to help you answer questions about support budgets so you can make a case for requesting more resources or show how you’re effectively and efficiently working with the resources you have.

On-Boarding in a Distributed World – Best Practices and Perspective

When people hear “remote work” or “work from home” they almost always think that the person they’re talking to really just means sitting in front of the TV watching Buffy reruns with Slack open on their laptop on the coffee table. However, a recent study by IWG found...

Networking Like A Human

The word “networking” makes Sarah Betts cringe. Yet she has a reputation among her friends and coworkers as “The Networking Queen.” She shares how she became so connected, and how she managed to make connections that are meaningful.

How We Gave Customers A Seat At The Table By Creating A Product Support Coordinator Role

Andrea Silas, VP of Technical Support at DreamHost, shares how their support team bring customer perspective into company decision-making processes via a Product Support Coordinator role.

5 Management Tips From A Former Teacher

A long long time ago, in a world before I did customer support, I was a teacher. I spent 4 years teaching middle and high school students drama in Scotland, which definitely had its ups and downs. Most importantly, I learned a lot from managing groups of 20 students...

What Support Leaders Wish They Had Known When They Transitioned To Leadership Roles

This article was produced in collaboration with Influx as part of our supported channels program. We appreciate their support as it helps us invest in content for the greater Support Driven community. Want to be part of the discussion? Join us in the #leadership...
Should You Use a Framework in Customer Support?

Should You Use a Framework in Customer Support?

Frameworks have helped teams work smarter. However, it might be challenging figuring out whether a framework is the right solution for you. In this post, Diana Potter (Head of Support & Success at Qwilr in the B2B space) and Denise Twum (Support Process Manager at SmugMug in the B2C space) share their decision-making process on whether a framework will help them solve problems in support.

Introducing the Conversational Support Funnel

Introducing the Conversational Support Funnel

If the support community used more frameworks, we’d save a lot of time and effort. Instead of solving common problems and challenges over and over again, each time in a bespoke way, we could follow the formula laid out by frameworks to get to quicker, better answers and help more people along the way. Namely, one another, but also all of our collective customers — and in doing so, we’d accelerate the continued rise of the support function as a whole.