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

Message of the Week

Hi SD! Vicki here. Customer onboarding plays an important role in adoption and success. The #onboarding channel is a great space to explore questions about how to optimize your processes, like in this great conversation about how to set the right expectations to customers with the onboarding experience: 

Community Updates
  • Looking for an opportunity to make an impact to a budding Support professional? We're looking for 20 more mentors to join the Aspire mentor program! We'll be accepting applications until July 31. 

  • There are still a handful of early bird tickets available for Support Driven Leadership Summit available! Make sure to register now and take advantage of the discounted pricing. 
Community Member Shout-Outs
Know someone who deserves a shout-out? Nominate them using the Community Shout-Out Form!

Shout-out to Stacy for showcasing their experience in a video series! 

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

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

From #career-development

From #chit-chat

From #chit-chat

From #i-ecommerce

From #knowledge-management

From #zlocal-remote
The Articles We're Reading
Featured Article

In 'How Many Factors Should You Rate When Conducting Quality Assurance? Here Are 3 Big Ones' author Valentina Thörner tackles the three big metrics to keep in mind in your QA. Hop into #quality to join the conversation!

Supported Content
How Many Roles Do Customer Support Agents Play in a Day? - Posted by Akshaya Srikanth in #reads
To get a better understanding of the many hats that a customer support agent must wear in a day, I spoke to Andrew Naveen, support head at Freshworks. This article aims to chart out all the valuable insights I gained from that conversation, and hope it sheds some light on our customer support agents and the value of their role. 

How to Answer 'Why Are You Interested in This Position?' In A Job Interview - Posted by Sara G. in #reads


Sit down for any job interview and one of the first questions you’re likely to be asked is, “Why are you interested in this position?” If you think that’s a softball question, to some extent you’re right. For most interviewers, it’s a way of easing into the conversation that hopefully won’t feel too high pressure. But depending on what you say, your answer can also trigger concerns for the interviewer — sometimes serious ones.

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

Jul 25, 2019 11:02 am | Andrew Spittle

We’re looking for a workforce management expert who’s ready to guide the 24/7/360+ operations of our Happiness organization. You’ll work closely with our Director of Support Operations and individual support team leads to build a robust and flexible day-to-day workflow. Our Happiness organization covers support for, Jetpack, and WooCommerce where we provide support 24/7/360+ […]

Jul 24, 2019 02:17 am | najoua.chahboune

Algolia was built to help users deliver an intuitive search-as-you-type experience on their websites and mobile apps. We provide a search API used by thousands of customers in more than 100 countries. Billions of search queries are answered every month thanks to the code we push every day into production. We’re looking for a Director […]

Jul 23, 2019 03:34 am | maria

Millions of people experience real-life adventures with our apps. We help people all over the world discover the best hiking and biking routes, empowering our users to explore more of the great outdoors. And we’re good at it: Google and Apple have listed us as one of their Apps of the Year numerous times — […]

Jul 22, 2019 11:41 am | Scott

Plaid’s products are being used to enable thousands of developers to build the next generation of financial services applications. When those developers have problems, they turn to the Plaid Support team. Our goal is to help our developers, as quickly and compassionately as possible, keep their applications running and their end-users happy. Wequantify the scope […]

Jul 22, 2019 10:56 am

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 […]

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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