News from the Support Driven community                                                   View this email in your browser



In this weekly series, we'll highlight one question from the Support Driven Slack. The question will be posted in the #Weekly-question channel-- join the conversation by responding with your feedback or by replying to this email! 

Here's this week's question from Karalyn:
"What’s acceptable or not acceptable when it comes to how users communicate with support? What are some situations you’ve seen (threats, wanting to speak to your manager, etc.) and how do you deal with them?"
Community Updates
  • Support Driven Leadership Summit is a wrap! We owe a huge thank-you to all the volunteers, speakers, sponsors, and attendees who helped make it such a success. Keep an eye out for a recap blog post!
  • We're thinking about Leadership Summit 2020 and thinking of having one startup (100 or less team size) and one growth (101+ team size) focused Leadership Summits in the United States next year. We hope this would increase the chances you'll meet someone that can relate to and help you at a Leadership Summit.

    What do you think? Should we try this for 2020 or keep things as they are? Let us know!
  • The second Webinar in our three-part Leadership Webinar program is now live! Join an all-star panel of leads on October 15 for a conversation about the art of hiring high-performance agents. Save your spot now!. These Webinars are the counterpart to our (Heads of Support Survey)[], aiming to add human conversation into the resources available to leads in the Heads of Support data.
Community Member Shout-Outs
And a huge welcome to all new community members, including Win!
Top Community Conversations

Click on the images to read the full thread and join the conversation!

From #Billing

From #chit-chat

From #chit-chat

From #culture

From #leadership

From #quality
The Articles We're Reading

Secret Sauce Interview with Miuros- Posted by Swaathishree in #reads
Miuros is an AI-powered solution that helps companies reduce all types of churn by leveraging their customer service data. When we interviewed Benoit Gagnon, CEO and co-founder of Miuros, for our secret sauce series, he had a lot to share about data-driven decision making, involvement of other teams in support, AI in customer service and much more. Let’s dive in! 
Community Calendar

Oct 09, 2019 09:00 am | Andrea Badgley

HEADS OF SUPPORT WEBINAR: Solution-Oriented Leadership for Remote Teams of All Sizes Wednesday, October 9, 2019 9:00AM PT | 12:00PM ET | 4:00PM UTC REGISTER FOR WEBINAR Learn how companies big and small “make remote work, work” Support Driven and Klaus are bringing you an all-star panel featuring Åsa Nyström (VP of Customer Advocacy, Buffer) […]

Oct 15, 2019 12:00 pm | Andrea Badgley

HEADS OF SUPPORT WEBINAR: The Art of Hiring High-Performing Agents Tuesday, October 15, 2019 12:00PM PT | 3:00PM ET | 7:00PM UTC REGISTER FOR WEBINAR What are the qualities you look for in a candidate? How do you know if someone will be a great addition to your team? Looking Beyond Skills and Experience Hiring for Customer […]

Oct 30, 2019 12:00 pm | Andrea Badgley

HEADS OF SUPPORT WEBINAR: Success As a Player/Coach Support Leader Wednesday, October 30, 2019 12:00PM PT | 3:00PM ET | 7:00PM UTC REGISTER FOR WEBINAR Tadpoles swish around the pond, flashing from spot to spot busily. Above the water, the full grown frogs sit on their lilly pads, watching for threats and dragging tasty bugs […]

Be sure to check out your #zlocal channel in the Slack community, and share upcoming events in #events.
The Support Jobs You're Looking For

Sep 20, 2019 06:51 am | experience

Hi there, My name’s Kathryn and I’m Managing Producer at Course Concierge. We produce and market online courses for NYT best-selling authors, TED speakers, social media authorities and those with something to say. We’re looking for someone who loves helping people to become our Customer Experience Captain. Would you love to manage various support inboxes […]

Sep 11, 2019 07:15 am | recruitment

WHO WE ARE: ActBlue builds and maintains a powerful online fundraising platform for Democratic campaigns, progressive organizations, and nonprofits working to create a better future. We put power in the hands of small-dollar donors by making it easier for grassroots supporters to make their voices heard and by helping thousands of groups — from presidential […]

Sep 06, 2019 07:34 am | damon

We’re Holding Out For a (Support) Hero Here at Simplero we tell our customers, “You don’t have to hire a tech whiz to skyrocket your online business”. That’s because our Support team is full of tech whiz’s like you! Not tech whiz like I can read code (although bonus points if you do) – we’ve […]

Sep 05, 2019 03:16 pm | jobs

Your Mission, Should You Choose to Accept: Join our passionate team of top-notch engineers to solve a real-world problem, and help people spend less time managing expenses and more time pursuing their real goals. As we revolutionize the way people manage their expenses, being part of the Expensify team means building the easiest, fastest, and most […]

Aug 29, 2019 10:26 am | cortlin

Do words like inquisitive, creative, and analytical describe you? Are you known for your listening ear? Can you take customer feedback and engineer ingenious solutions? Are you enthusiastic about implementing machine learning technologies? If you have answered yes to at least three of those questions, our sales engineer role may be the one for you. […]

Find more customer support jobs on our community job board and in #job-board!
About this Newsletter

The Support Driven Community newsletter goes out every week to customer support pros just like you!

Inside this amazing email, you'll have links to all the interesting chats during the week. We'll also throw in some articles that caught our eye. And to round it out, we'll have a section of fun stuff. You like fun stuff, right?

One more thing - make sure to send us any useful links that you think our growing community would love to hear about. We'll get them included in next week's edition!

You joined because you're interested in growing as a support pro!

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