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

HubSpot HQ
2 Canal Park
Cambridge, Massachusetts 02141

 

PHOTOS FROM 2018 SUMMIT

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SUPPORTING COMPANIES

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