SEPTEMBER 25-27, 2019
BECOME A BETTER LEADER
Support Driven Summit is a two-and-a-half-day leadership conference that brings leaders in customer support, customer success, and operations together to help you become a better leader. There are no easy answers to leadership challenges, and having people you can go to is invaluable. Summit helps you find those people by intentionally designing multiple opportunities to meet and build meaningful relationships with a small number of peers.
We set out to create an experience that was more than just talks. That includes:
- Get to know other attendees before the event. We’ll ask for introductions from attendees and share them with you to improve your chances of making meaningful connections at Summit.
- Interactive case studies. We’ll dive deeper into particular challenges and you’ll be exposed to different ways of thinking about problems through small group problem solving activities.
- Breakout sessions. Bring your questions and challenges and get them in front of other leaders through our attendee led breakout sessions.
- Lightning talks. Think signal vs. noise. These short talks will distill a problem down to its essence and deliver a potent, memorable takeaway.
Summit is a single track, guided experience where the people you meet and the relationships you build from it will be valuable long after the event ends.
SCHEDULE
September 25-27, 2019
Wednesday, September 253:00pm – 7:00pm
Thursday, September 268:30am – 7:00pm
Friday, September 27 8:30am – 5:00pm
SESSIONS
Kimberly Bringas
HR & Culture Enthusiast
Olark
My Teammate Is Just Meh: A Manager’s Guide To Legally and Humanely Addressing Underperforming Employees
Taylor Davis
Director of Customer Support
Litmus
Building the Ideal CX Dashboard. (Through Trial and Mostly Error.)
Yvette Johns
Advanced Support Technical Manager
Mailchimp
Leading Through Change: What Mattered Most When We Asked a Team To Shift Their Hours
Andrea Silas
Vice President of Technical Support
DreamHost
Forecasting For Support Coverage: Growing Is Never Linear!
Karen Arnold
Tech Support Hiring Lead
Automattic
Multingual support: How We Expanded From English-only To 6+ Languages
Samantha Hare
Happiness Engineer Team Lead
Automattic
Multingual support: How We Expanded From English-only To 6+ Languages
Matt Dale
Vice President of Customer Support
Illuminate Education
Just Say Yes — Get Out Of Your Comfort Zone and Build Strong Relationships With Your Peers
Panel: How Do You Measure Your Support Department’s Success?
Amanda Iglesias
Senior Manager of Support Team Operations
HubSpot
Panel: Growing with a Customer-First Mindset: Keep the Customer at the Table as You Scale
Andra Roston
Customer Support Lead
Venngage
Thrown In The Deep End: What I’ve Learned In My First Few Months As a Manager
Michael Redbord
Service Hub General Manager
HubSpot
Panel: Growing with a Customer-First Mindset: Keep the Customer at the Table as You Scale
Petya Sotirova
Senior Technical Support Manager
Progress
Customer-Centric or Product Culture – Can You Have Both?
Stacy Justino
Director of Customer Happiness
Wistia
Panel: How Do You Measure Your Support Department’s Success?
David Hunt
Director of Global Support
HubSpot
Panel: Growing with a Customer-First Mindset: Keep the Customer at the Table as You Scale
Whitney Puidokas
Director of Customer Care
Lose It!
Panel: How Do You Continuously Improve Support and Operations Processes?
Jerry Ishmael
Client Support Manager
TrackTik
Panel: Growing careers in support while giving agents time in the queue
Lauren DeSoiza
Head of North American Support
HubSpot
Panel: Growing with a Customer-First Mindset: Keep the Customer at the Table as You Scale
Grace Antonio
Senior Manager of Support Operations
FreshBooks
Why You Shouldn’t Always Hire For Culture Fit
Manoj Paulraj
Customer Support Manager
Freshworks
Panel: How Do You Measure Your Support Department’s Success?
Hilary Dudek
Director of Support
Glooko
We Are More Than Robots: How Emotional Intelligence Helps You Support Your Support Team
Panel: Growing careers in support while giving agents time in the queue
Josh Magsam
Director of Partner Operations
PartnerHero
Let’s Stay in Touch – A Low-Key Approach to Maintaining Your Professional Network
Nykki Yeager
Head of SMB Success
Qwilr
Motivate Your Team With Individual Performance Metrics
Gracie Ofslager
Small Business Success Lead
Automattic
Panel: How Do You Measure Your Support Department’s Success?
Rachel Steele
Customer Support Manager
Mailchimp
Panel: How Do You Continuously Improve Support and Operations Processes?
Peter Scher
Product Expert Team Manager
HubSpot
Panel: Growing with a Customer-First Mindset: Keep the Customer at the Table as You Scale
Cameron Dunn
Head of Support Operations
Vimeo
Operations Is For Everybody: Creating and Maintaining Resources the Whole Team Uses
June Zhang
Customer Support Team Lead
Guru
Panel: Growing careers in support while giving agents time in the queue
Alex Gadd
Vice President Customer Experience
Kustomer
Panel: How Do You Continuously Improve Support and Operations Processes?
Louise Draper
Director of Support
Quorum Analytics
Measure the Success of Your Self-Service Offerings
Chris McCraw
Head of Support
Netlify
Panel: Growing careers in support while giving agents time in the queue
Jess Barker
Associate Director of Customer Support
FreshBooks
Panel: How Do You Continuously Improve Support and Operations Processes?
JOIN THESE COMPANIES AT SUMMIT
Dejero
Q4 Inc.
Noodle
Wildbit
You Need A Budget
Riskalyze
Wistia
Salsify
HiveMQ
Formstack
JW Player
Veracode
Flywheel
Blueleaf
DreamHost
Progress
Venngage
Automattic
Olark
Mailchimp
Litmus Software Inc.
Glooko
Quorum Analytics
Vimeo
Freshbooks
Qwilr
Illuminate Education
Freshworks
GitLab
Frame.io
Postman
Hotjar
PlanGrid
Orion Labs
Ubersmith
SimplePractice
Overleaf
Handshake
7shifts
Hubspot
Whereby
TeamSupport
Netlify
Lose It!
Harvest
Jellyvision
Proxy
Spreedly
Zenput
The Predictive Index
Zapproved
Showbie
TrackTik
ASICS Digital
KUSTOMER
Mode Analytics
PartnerHero
Self
Plesk
monday.com
Zendesk
Miuros
Slido
BookBub
Public Rec
Points
Peak Support
Ownr
Khan Academy
Help Scout
Guru
Checkfront
VENUE
2 Canal Park
Cambridge, Massachusetts 02141
PHOTOS FROM 2018 SUMMIT
SUPPORTING COMPANIES
ORGANIZED BY
