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 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 253:30pm – 7:00pm


Thursday, September 269:00am – 5:00pm


Friday, September 27 9:00am – 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 Your Team Through the Best Change Possible

Andrea Silas

Vice President of Technical Support
DreamHost


Forecasting for support coverage: growing is never linear!

Karen Arnold

Tech Support Hiring Lead
Automattic


Bringing Support To Your Customers In Their Language

Samantha Hare

Happiness Engineer Team Lead
Automattic


Bringing Support To Your Customers In Their Language

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.

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


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

Grace Antonio

Senior Manager of Support Operations

FreshBooks


Why you shouldn’t always hire for culture fit

Nykki Yeager

Head of SMB Success

Qwilr


Performance Metrics for Support Teams

VENUE

HubSpot HQ
2 Canal Park
Cambridge, Massachusetts 02141

 

PHOTOS FROM 2018 SUMMIT

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SUPPORTING COMPANIES

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