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 Cheryl Spriggs:
"What are the most important questions you've asked a recruiter when interviewing at a new company?"
Community Updates
  • Tickets are still available for the Support Driven Leadership Summit! Make sure to secure your ticket soon.
Community Member Shout-Outs
Shout-out to Alexis, who received a well-deserved shout-out in the #good-news channel this week!
And a warm welcome to all new community members, including Martha! 
Top Community Conversations

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

From #chit-chat

From #leadership
From #leadership

From #quality

From #communities
The Articles We're Reading
Featured Article

In What Support Leaders Wish They Had Known When They Transition to Leadership Roles, author Nicole Garman shares lessons learned by prominent Support leaders. Join the #leadership channel to continue the conversation! 

Supported Content
If you measure the quality of your customer service with customer satisfaction metrics, you are putting your customers in control. This, as we’ll explore in this post, is a bad ídea that will ultimately lead to poor results.

Ignore the Haters: Why You Should Focus on Your NPS Passives Instead of Your Detractors - Posted by Michaela Galfiova in #reads

While it’s true that focusing on detractors is helpful for lifting your company’s NPS score as a whole, ignoring the passives while you do so may be doing more harm than good.

Dos and Don'ts for Building a Remote Team: Lessons from a Hiring Manager - Posted by Sarah Betts in #reads

Most of us have had at least one bad hiring experience — a recruiter who got too aggressive (or, conversely, ghosted), an interviewer who showed up unprepared, or even an unpleasant post-hire moment when we realized the job wasn’t what we’d been led to believe. But as someone who’s been part of this process for more than a decade, I’m still shocked by some of my friends’ and colleagues’ hiring horror stories. Who are these people, I wonder, who are so blasé about hiring? Do they not understand the stakes?

How to Build Automated Customer Support that Feels Personal - Posted by Ryan in #reads

Here’s an inside look at how we’ve implemented personalized, automated customer service at Intercom, and ideas about how to successfully implement automation as part of your own support offerings in the future.
Community Calendar

Sep 25, 2019 03:30 pm | Andrea Badgley

Support Driven Leadership Summit, September 25-27 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

Aug 16, 2019 09:48 am | brianna

Our customer support team is here on the front lines at Rev.  As a support representative you will play a major role in providing an exceptional experience to both our customers and freelancers. We are seeking full and part time support reps who want to wear a lot of hats and like to learn. This […]

Aug 15, 2019 09:39 am | accounts

    DESCRIPTION ABOUT BALENA Balena’s mission to unlock the potential of physical computing by removing friction for IoT fleet owners. We believe that edge computing is the next major computing paradigm, and every new computing paradigm needs a scalable development platform to match. We’re building that platform with a complete, end-to-end solution that makes […]

Aug 02, 2019 01:03 pm | catherine1

Howdy 👋We’re the folks at SkyVerge, and we build WordPress plugins that help over 100k+ eCommerce businesses grow and manage their WooCommerce stores. Our team is 100% remote, with 27 people distributed all over the world. We’re looking for a friendly, talented Customer Support Specialist to join our team and help support our entire suite […]

Jul 30, 2019 12:43 pm | mike

Customer Advocacy Team Lead Location: Remote (at this time we are only able to accept applications from candidates who reside in CA, NJ, NC, IA, TN, GA, VA, OR) Reports to: Manager, Customer Advocacy The mission of Avocado is to be the most respected source for green home products at affordable prices — while maintaining […]

Jul 30, 2019 10:23 am | rshaw

Manager, Support Engineering – Terraform Location: US Remote HashiCorp is seeking a Manager, Support Engineering to join the Terraform Support Engineering team.   This strategic role will be based in the US region working remotely and report to the Associate Director, Support Engineering – Terraform. In this role the Manager, Support Engineering will work hand in hand […]

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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