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Message of the Week

Hi SD! Vicki here. This week, we hosted Support Driven Expo Americas in Portland, OR. In case you had to miss it, keep an eye on the #event-sd-expo channel for takeaways from the event like this one 👀

Community Updates
  • That's a wrap on Support Driven Expo Americas! We owe a huge thank you to all of our volunteers, speakers, and attendees for making it such a memorable experience. Keep an eye out for the recap blogs in this newsletter in the coming weeks!
  • In case you haven't had your fill of SD events, make sure to pick up your ticket to the Leadership Summit in Boston soon! 
Community Updates
Know someone who deserves a shout-out? Nominate them using the Community Shout-Out Form!
If you had a great time at SD Expo Americas, you have @Elsbeth to thank! Eslbeth was our Expo Coordinator, and was absolutely crucial in making the event a success. Hats off to you for your hard work, and thank you for everything you do! 

- The SD team ❤️

Shout-out to Jenn Morton, who shared some well-deserved props from a customer with us: 

And welcome to all new community members, including Samantha! 

Top Community Conversations

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

From #career-development

From #chit-chat

From #chit-chat

From #chit-chat

From #operations

From #zlocal-remote
The Articles We're Reading
Let your ticket heroes and chat champions do what they do best, while you work to identify a candidate who will grow into the role and prioritize moving the team forward.

Getting Our Stories Straight: How To Deliver Consistent Communication in an Omnichannel World - by LeslieO'Flahavan

 In the hectic rush to respond to customers in their channel of choice, we’re not getting our stories straight. We’re giving customers different answers over the phone than we give in live chat. We’re making customers wait days to hear from us via email, but we’re answering them in minutes over social. Our onshore teams write in a different style than our offshore teams. This inconsistent communication increases contact volume, exhausts agents, and fractures the customer experience.

Becoming a Better Teammate: Leadership Skills in a Non-Leadership Role - by DennisPadiernos

This preconception that only leaders have leadership skills can contribute to feelings of never living up to expectations. That we are somehow ‘not enough’. This sounds an awful lot like Imposter Syndrome, doesn’t it?
Community Calendar

Sep 25, 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

Jul 12, 2019 03:05 pm | amclachlan

About Skillz: Skillz is driving the future of entertainment by accelerating the convergence of sports, video games and media for an exploding mobile-first audience worldwide. The company’s platform empowers mobile game developers and players with democratized access to fun, fair and skill-based competition for real prizes, shifting the paradigm to make eSports accessible to anyone, anywhere with […]

Jul 10, 2019 08:28 am | rachel1

Over 8,000 businesses in 140 countries use Help Scout to serve their customers in a 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 use […]

Jul 08, 2019 01:15 pm

Do you enjoy the satisfaction of helping someone solve a problem? Are you the “go-to” person for tech support from friends and family? Would you like to get paid to help people from the comfort of home? We are seeking a passionate and friendly person to join our team as a Customer Support Specialist where […]

Jul 03, 2019 01:19 pm

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 […]

Jul 01, 2019 04:30 pm | jobs

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 […]

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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