SEPTEMBER 25-27, 2019

GET THE EVENT APP

Download Whova and search for “Support Driven” to access the SD Leadership Summit app.

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 – 5:00pm


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

 

VP of Customer Support
Illuminate Education


Just Say Yes — Get Out Of Your Comfort Zone and Build Strong Relationships With Your Peers

Andra Roston

 

Customer Support Lead
Venngage


Thrown In The Deep End: What I’ve Learned In My First Few Months As a Manager

Louise Draper

 

Support Team Lead
Quorum Analytics


Measure the Success of Your Self-Service Offerings

Cameron Dunn

Head of Support Operations

Vimeo


Operations Is For Everybody: Creating and Maintaining Resources the Whole Team Uses

Petya Sotirova

Senior Technical Support Manager

Progress


Customer-Centric or Product Culture – Can You Have Both?

Hilary Dudek

Director of Support

Glooko


We Are More Than Robots: How Emotional Intelligence Helps You Support Your Support Team

Grace Antonio

Senior Manager of Support Operations

FreshBooks


Why You Shouldn’t Always Hire For Culture Fit

Nykki Yeager

Head of SMB Success

Qwilr


Motivate Your Team With Individual Performance Metrics

Manoj Paulraj

Manager, Customer Support

Freshworks


Panel: How Do You Measure Your Support Department’s Success?

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

TrackTik

VENUE

HubSpot HQ
2 Canal Park
Cambridge, Massachusetts 02141

 

PHOTOS FROM 2018 SUMMIT

This slideshow requires JavaScript.

SUPPORTING COMPANIES

ORGANIZED BY