The SD Recap podcast shares the best conversations from customer support professionals in the Support Driven community. Keep up to date with the industry on your terms and on your schedule.

Thanks to PartnerHero for sponsoring Recap!

You need amazing people to build, grow, and support your business. That’s where we come in. Beyond traditional outsourcing, PartnerHero offers solutions ranging from part-time coverage to fully dedicated remote teams, all purpose built just for you. Learn why startups like DuetDisplay, Udemy, Bentobox, and RealtyShares turn to PartnerHero for their support operations. Learn more at

Abby Armada

Abby Armada


Support pro working @clubhouse. Previously at Code Climate and Paperless Post. Lives life 10 seconds at a time.

Slack: @abby
Twitter: @mygiantrobot

Diana Potter

Diana Potter


Support pro and writer. She currently heads up support and customer experience at Qwilr.

Slack: @dpotter
Twitter: @drpotter

Latest Episodes

Becoming a Better Teammate: Leadership Skills in a Non-leadership role

Dennis presented this as a workshop at SD Expo Americas. He also shared his slide deck here. Thanks Dennis! -- Andrea B. Some say that leaders are born not made -- I don’t agree. I’ve never seen babies lead teams before. Some people are more naturally able to assume a...

Celebrate Expo at These Community Events! | SD Expo Americas Update

This is not a drill: SD Expo Americas is next week! If you haven't secured your ticket yet, make sure to secure your space soon. You can expect to walk away from the event with all kinds of new information and insights, but Expo is certainly not all work no play! Keep...

Don’t Let Imposter Syndrome Hold You Back

Building a career in support can be a daunting endeavor. Many companies don’t have a clear career path for their support teams and the industry is changing and growing constantly. So it’s easy to find yourself asking where do I even begin, when it comes to finding...

Your SD Expo Americas Checklist | SD Expo Americas Update

With only two weeks to go until SD Expo Americas, you're probably planning your Expo experience; we know we are! Use this handy list to get familiar with all the info you need to have an unforgettable experience.   Your two-week checklist Download the app:...

Five steps to empowering your support team to make better decisions

As part of the Influx sponsorship of the #leadership channel in the Support Driven Slack, we wanted to find and share simple techniques to build better support teams. We’ve learned so much from the #leadership channel over the last two years, and we thought we could...