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

Apply for a Support Driven Expo 2019 Scholarship!

Support Driven Expo welcomes a diverse group of customer support professionals to the conference every year. From industry veterans to those just starting their first customer support job, our attendees come to us from every walk of life. To stay inclusive to people...

Workshop Tips from Karissa Van Baulen, presenter at SD Expo Europe

Karissa received high praise for her workshop at Support Driven, with one attendee saying, "The best session so far... Great examples and greats tips for us who need this help. Real GREAT session." I wanted to understand more about how Karissa made her workshop so...

Volunteer for Support Driven Expo Americas!

We’re getting ready for the 2019 Support Driven Expo Americas and we would love to have your help at the event! Volunteers will have the chance to contribute to and participate in Expo Americas: meet attendees and speakers, provide support for the conference, attend...

Workshop tips from Ruth O’Brien, presenter at SD Expo Europe

I spoke with Ruth shortly after she finished presenting at SD Expo Europe, and she said something that made me want to learn more about how she prepared her workshop: she knew it was important to share insights from Intercom's experience with rolling out weekend and...

Apply to speak at Support Driven Leadership Summit

Support Driven Leadership Summit was a success in 2018 -- it sold out and had a waiting list we were not able to get through. This shows us that the Support Driven community values a Customer Support leadership conference. So we’re doing it again! The 2019 Leadership...

Leadership Roundtable: How to motivate remote employees

As part of the Influx sponsorship of the #leadership channel, 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 contribute by pulling out...