SEPTEMBER 26-27, 2019
BECOME A BETTER LEADER
Support Driven Summit is a 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 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 26-27, 2019
Thursday, September 26Summit: Day One
Friday, September 27 Summit: Day Two
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 Your Team Through the Best Change Possible
Karen Arnold
Tech Support Hiring Lead
Automattic
Bringing Support To Your Customers In Their Language
Louise Draper
Support Team Lead
Quorum Analytics
Measure the Success of Your Self-Service Offerings
Andra Roston
Customer Support Lead
Venngage
Thrown In The Deep End: What I’ve learned in my first few months as a manager
Matt Dale
VP of Support & Data Operations
Illuminate Education
Just Say Yes: Getting out of your comfort zone and building strong relationships with your peers here at Summit.
Andrea Silas
Vice President of Technical Support
DreamHost
Forecasting for support coverage: growing is never linear!
Grace Antonio
Senior Manager of Support Operations
FreshBooks
Why you shouldn’t always hire for culture fit
Cameron Dunn
Head of Support Operations
Vimeo
Agency and ownership in support operations
Petya Sotirova
Senior Technical Support Manager
Progress
Customer-Centric or Product Culture – No Need to Choose
Hilary Dudek
Director of Support
Glooko
Emotionally Intelligent Support Leaders
Nykki Yeager
Head of SMB Success
Qwilr
Performance Metrics for Support Teams
VENUE
HubSpot HQ
2 Canal Park
Cambridge, Massachusetts 02141
LATEST SUMMIT NEWS
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Support Driven Leadership Summit 2018 Recap
Thank you so much to everyone who attended Support Driven Leadership Summit and helped make it a success! We had a great time and hope you did too! We'd like to extend a huge thanks to our partners, Help Scout, Zendesk, Guru, and PartnerHero. Their belief in Support...
PHOTOS FROM 2018 SUMMIT
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