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

4 Ways to Celebrate Customer Service Week

Customer Service Week 2019 is upon us and we’ve been busy showing love for our front line team! This is a great time of year to acknowledge and thank the people in your company who care for your most valuable asset– your customers! Here are the four ways we celebrated...

SD Book Club – Effortless Experience (Chapters 5-6)

The Support Driven Book Club met for the 3rd time to discuss The Effortless Experience. In this week’s meeting we covered the fifth and sixth chapters. After chapters on initiatives to make experiences effortless, the fifth chapter looked inward. The chapter covered...

Grab Your Spot! Three Heads of Support Webinars Are Coming Up In October

We’re excited to launch a series of webinars to  provide location-agnostic ways for support leaders to ask questions and be involved in deeper conversations on topics like remote leadership, hiring, and striking the right balance between answering customers in the queue, supporting your team, and engaging with the rest of your company.

Announcing the 2019 Heads of Support Program 🎉

The Support Driven Heads of Support Program is an all-round leadership development program that includes a conference, survey, and webinar series. It kicks off with the opening of the 2nd annual Heads of Support Survey and registration for the first leadership webinar.

SD Book Club – Effortless Experience (Chapters 3-4)

On September 18th, we had our second meeting of the Support Driven Book Club covering The Effortless Experience. This week covered the third and fourth chapters. The third chapter covered next issue avoidance (NIA). NIA is going past resolving the current issue and...

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.

SD Book Club – Effortless Experience (Chapters 1-2)

This past Tuesday marked the first meeting of the new round of the Support Driven Book Club. In this iteration, we’re reading The Effortless Experience. Each week, we read 2 Chapters and meet to discuss them. The Effortless Experience starts with 4 basic findings: A...