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?