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

Working Remotely during Social Distancing: A Survival Guide

  With the current concerns around COVID-19, many of us have found ourselves in a position in which we are now being asked to work from home for the next several weeks.  Working from home can be an amazing experience but it also has its own unique situations and...

Volunteer for Support Driven Summit 2020- Portland!

We’re getting ready for the Support Driven Leadership Summit 2020- Portland conference and we would love to have your help at the event! Volunteers will have the chance to contribute to and participate at the Leadership Summit: meet attendees and speakers, provide...

2020 Customer Support Conferences- Updated 3/12/2020

This post has been updated 3/12/2020. Due to COVID-19 (coronavirus), many upcoming events have been cancelled, postponed, or gone virtual. Please check websites for the most up-to-date information. What could be better than getting Support Driven members together in...

When you find yourself unemployed

When you find yourself suddenly out of work, emotions can run high. Adrenaline, anger, sadness, anxiety, among others, are likely pumping through your veins

SD Europe Expo 2020: Speaker Applications Due Wednesday, February 12

In 2019 Support Driven held the first Europe Expo in Belgrade, and we’re happy to announce that we’ll be hosting another Europe Expo in Prague in 2020! That said, we are now accepting proposals to speak at the Support Driven Europe Expo in Prague, Czech Republic on...

SD Book Club – Effortless Experience (Chapters 7-8)

The Support Driven Book Club met for the 4th time to discuss The Effortless Experience. In the last meeting for this round of the SD book club, we covered the seventh and eight chapters. The seventh chapter focused on making low effort initiatives stick within an...

5 Reasons Why Support Teams Need More Negative Feedback

The people behind Klaus know that feedback is the most efficient way to grow professionally (they even built a tool for that!). Klaus is sponsoring the #quality channel in the Support Driven Slack and is here to tell you which kind of feedback your support agents...