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Message of the Week

Hi SD! Vicki here. Finding the right channels to follow can be challenging as the community grows. To simplify the search, we're creating channel webpages to help consolidate the top conversations. Check out our first version for the #career-development channel, and make sure to share your suggestions and feedback. Here's a great example of the types of conversations that folks have in #career-development-- hop into the channel to join the conversation!
Community Updates

Tickets are on sale now for not one but two SD events! Expo Americas will be hitting Portland, OR from July 11-12, and Leadership Summit will be taking over Boston from September 26-27. Need help deciding which event is the best fit for your goals? This blog post compares both to help you find your perfect match.  

Cool new channel alert!
Community Member Highlight

This week, Val Geisler was featured on the Unofficial Shopify Podcast to chat about email and eCommerce. Make sure to check out the episode if your team supports an eCommerce business! Congrats Val 🎉

Top Community Conversations

Click on the images to read the full conversation thread!

From #chit-chat

From #chit-chat

From #chit-chat

From #chit-chat

From #customer-success

From #incident-comms

From #knowledge-management

From #leadership

From #leadership

From #leadership
The Articles We're Reading
 There’s a growing feel-good philosophy in customer support that manages to be both enormously unhelpful and ineffective at once: “When you want to be honest and helpful, there are situations when you need to say “no” and make it clear.”

In other words, hang up on your customer…politely?

Does It Spark Joy? Marie Kondo'ing Your Customer Support Strategy - Posted by Michaela Galfiova in #reads
It’s essential to keep an eye on how things change for your product and team, so you can make sure the support you’re offering your customers is the best option for everyone.

7 Feedback Techniques that Customer Service Teams (Should) Love - Posted by Merit in #reads
We have picked out the most powerful feedback techniques that work best for customer service teams. These will help you deliver messages in an efficient and tactful manner. 


Community Calendar

May 07, 2019 12:00 am | Vicki Laninga

Empower 2019 is your chance to collaborate and learn alongside other Revenue Team execs. Leaders from Sales, Support, and Customer Success will descend on Philadelphia for two jam-packed* days that will leave you inspired, smarter, and empowered to lead your teams.

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

Apr 15, 2019 10:15 am

Coda is a rapidly growing startup building a platform that empowers people to build docs as powerful as apps. We’re backed by some of the Valley’s leading venture capitalists, and have assembled a world-class team across offices in San Francisco, Mountain View, Seattle, and New York City and are open to remote locations as well. […]

Apr 04, 2019 04:44 pm

Hi there! We’re looking for someone who loves helping people solve tricky technical problems. If you love interacting with people on a daily basis to help them learn how to optimize their work then read on… We know applying for and taking on a new job at any company requires a leap of faith. We […]

Apr 03, 2019 09:26 am

We are looking for someone to act as a partner, consultant and advisor to our growing base of software clients. You will be working with technology companies, offering top-notch customer support and creating long term customer relationships. And above all, you will be helping real people trying to solve real business problems. Ideally, you have […]

Mar 29, 2019 02:42 pm

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 […]

Mar 20, 2019 03:49 pm

Stack Overflow is a fast-growing network of over 150 question and answer sites on diverse topics from computer programming to photography and gaming. We also provide a comprehensive suite of recruiting tools for companies and private instances of Stack Overflow for developers. You’ll be supporting Stack Overflow Talent, Stack Overflow for Teams, and the entire Stack […]

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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