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 partnerhero.com.

Abby Armada

Abby Armada

Co-Host

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

Co-Host

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

Slack: @dpotter
Twitter: @drpotter

Latest Episodes

Weekly Hiring Round Up – June 14th, 2020

Hiring managers post their jobs in the Support Driven community to find the best candidates. We also share jobs we've found through our professional network that we think are worth paying attention to. This post is a small sample of those jobs and some of the great...

Candidate Advocacy Meeting 3 – Notes (June 12th, 2020)

Attendees: Scott, Brittany, Craig, Heather, Harsha, Lilly Note: Meeting will be held weekly (until further notice). On the backend, we will use Basecamp/Google Drive as a place to keep all the info together. This meeting was a split between discussing the Aspire...

Somehow I Manage: The Building Blocks of Leadership

Chapter 1.  Everyone loves the guy with a stick of gum. Manage other people? Hell no. Let’s face it: leading people can be a challenge; a challenge that no one wants. As it turns out, that’s not bullsh*t. CareerBuilder’s survey conducted in 2014 with approximately...

Weekly Hiring Round Up – June 8th, 2020

Hiring managers post their jobs in the Support Driven community to find the best candidates. We also share jobs we've found through our professional network that we think are worth paying attention to. This post is a small sample of those jobs and some of the great...

Candidate Advocacy Meeting 2 – Notes (June 3rd, 2020)

Attendees: Scott, Brittany, Elena Note: Meeting will be held weekly (until further notice). On the backend, we will use Basecamp/Google Drive as a place to keep all the info together. Three Major Focuses: Candidate Spotlight, Job Board Weekly RoundUp, Story Collection...

Candidate Advocacy Meeting 1 – Notes (May 27th, 2020)

Attendees: Scott, Brittany, Lilly, Harsha Note: Meeting will be held weekly (until further notice). On the backend, we will use Basecamp/Google Drive as a place to keep all the info together. Three Major Focuses: Job Board, Information Release (Notes) and Story...

Inject Fun Into Remote Team Zoom Meetings

“Not another Zoom meeting!” Sound familiar? Perhaps your employees have said this before. Or maybe it’s you who’s getting antsy to get your team back to normal working conditions. Whatever the case, you should know that Zoom meetings actually give you a lot of...

The ultimate checklist to optimize your Zendesk

Preface With COVID-19 on the rise and many companies are affected, we need to support each other even more than usual. We all are facing very special management and productivity challenges doing customer service these days. And I think that knowledge is the best...