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Message of the Week

Hi SD! Vicki here. If your Google Calendar plays as big of a role in your life as it does in mine, you probably know all about this week's downtime. The tool was down for three hours, causing workplace pandemonium and missed meetings across the globe. In the aftermath of the outage, the #incident-comms channel investigated what Google did well during the outage, and where they could have improved. Click the image to join the conversation in Slack! 
Community Updates
Community Member Shout-Outs
Know someone who deserves a shout-out? Nominate them using the Community Shout-Out Form!
Stacy is a staple in SD events. She was a Summit case study speaker in 2018, and this year is playing a crucial role in helping others flourish as a talk editor for this year's festivities. Thank you for all your hard work and hustle, Stacy! 

- An SD Community Member

Shout-out to @alexis, who's starting a new role with a fellow SD community member: 

And welcome to all new SD community members, including Balajee!
Top Community Conversations

Click on the images to read the full conversation thread!

From #chit-chat

From #chit-chat

From #chit-chat

From #knowledge-management

From #leadership

From #leadership

The Articles We're Reading
Featured Article
In Incident communication is hard: Fullstory’s Head of Support shares 4 ways to ease the pain, Shannon Winter walks through her tips for handling incident comms when things are a little bit on fire 🔥
What to Call Your Customer Service and Support Team - Posted by mrpatto in #chit-chat

In customer support and service, the role titles and team names in use range from straightforward to almost incomprehensible. If you’re naming a new team, or considering renaming your existing one, read on for plenty of customer service team name and role title examples and some factors to consider in picking the right name.

The Ultimate List of Customer Service Skills - Posted by Michaela Galfiova in #reads

Great customer service skills aren’t just for people who work in the customer service department. Instead, customer service is a mindset that’s baked into a company’s DNA and culture.
Community Calendar

Jul 11, 2019 12:00 am | Andrea Badgley

SD Expo Americas, July 11-12 in Portland, Oregon, brings together the Support Driven community from the Americas and beyond to build lasting connections with our peers, share how we solve problems, and take our careers to the next level.

Sep 26, 2019 12:00 am | Andrea Badgley

Support Driven Leadership Summit, September 26-27 at HubSpot HQ in Cambridge, Massachusetts, is a conference that brings leaders in customer support, customer success, and operations together to help you become a better leader.

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

Jun 16, 2019 01:09 pm

We are looking for a seasoned support specialist who knows the ropes of SaaS, loves customers, loves remote, and wants to work for us. Are you looking for a new company to hone and grow your skills in customer support? Working for is a pretty good gig: You get remote work, you get great […]

Jun 03, 2019 10:30 pm | mengfei

Gainfully is the first open marketing platform for financial services. We help mutual fund and insurance companies connect better with advisors, and help advisors get more clients. Our app platform delivers branded marketing content and campaigns to advisors in a completely SEC/FINRA-compliant channel, supporting their business across social, email, mobile, and more while giving their […]

Jun 03, 2019 11:02 am | rachel1

Over 8,000 businesses in 140 countries use Help Scout to serve their customers in the most human, helpful way. As a Customer Champion, you’re at the heart of what drives us — our customers. You’ll have a considerable impact on the company in a number of ways.  You’ll help customers learn the best way to […]

May 29, 2019 04:51 pm | scv

Your Mission, Should You Choose to Accept: Expensify prides itself on solving real-world problems with a team of top-notch product experts. We are reinventing the way people look at expense reports by automating the whole process from the beginning to the end. About The Job As a Success Coach, you’ll focus on making sure that our […]

May 29, 2019 07:03 am | jason

Who We Are At Justworks, you’ll enjoy a welcoming and casual environment, great benefits, wellness program offerings, company retreats, and the ability to interact with and learn from leaders in the startup community. We work hard and care about our most prized asset – our people. We’re helping businesses get off the ground by enabling […]

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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