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Message of the Week

Hi SD! Vicki here. The #quality channel in the SD Slack is the place to go if you're looking for conversations around Quality Assurance. Check out this conversation in the channel this week based on building a QA rubric!
Community Updates

Time to put the finishing touches on that submission you've been working on: the Call for Proposals is now open for SD Leadership Summit! Get a feel for the topics that attendees are eager to hear about and find out more about the submission process in the Leadership Summit Blog Post.

Not your year to speak but still looking forward to connecting with other industry pros? Tickets are on sale now for both SD Expo Americas and the SD Leadership Summit! This blog post has the run-down on both events to help you make the best fit for your goals.
Community Member Shout-Out
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.
Top Community Conversations

Click on the images to read the full thread and jump into the conversation!

From #chit-chat

From #chit-chat

From #customer-success

From #leadership

From #chit-chat

From #chit-chat

From #knowledge-management

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

Leadership Roundtable: How to Motivate Remote Employees - by Lucy Jasper

We all want everyone on our team to do a little bit more: Answer more tickets, try a little harder, accelerate feedback loops.

But how do you do this while maintaining consistency and ensuring that you don’t experience a mass walkout in six months?

The answer almost always lies in ensuring that your team is highly motivated.  Building a sustainable system to keep your team motivated is one of the trickiest challenges for any support manager.

How to Write Good Status Updates- Posted by @jakebartlett in #incident-comms

Status updates – especially in moments of potential crisis – are a key piece of your relationship with your customers. Doing a better job with status updates is a high-value activity in my book.

Customer Service Channels: Quick Guide to Picking the Right One - Posted by @merit in #reads

Which customer service channels are the best for your company? Should you shut down any of your current ones?


Workshop Tips from Ruth O'Brien, Presenter at SD Expo Europe - Posted in #reads

I spoke with Ruth shortly after she finished presenting at SD Expo Europe, and she said something that made me want to learn more about how she prepared her workshop: she knew it was important to share insights from Intercom’s experience with rolling out weekend and holiday support, but she also knew that what worked at Intercom wouldn’t work at every company.

The Support Jobs You're Looking For

May 03, 2019 02:47 pm | len

Do you want to help creators earn a living from their passion? At Podia, we’re building the most creator-friendly platform on the planet to help people sell Online Courses, Memberships and Digital Downloads. And the #1 reason people cite for using us? Creator-friendliness 🤗 Sounds great, but what does it mean? It means: Fast, friendly […]

May 02, 2019 01:36 pm | daniel

Sumo is the #1 lead capture tool for entrepreneurs. We serve over 1 million people daily, across 800,000 websites, all around the world. We made this market and seek to continually dominate it. We’re looking to grow the company and need you, a customer support hero, to help us get there. You’ll be one of […]

May 01, 2019 05:31 pm | matt1

AdBlock is a small team that serves more than 60 million people across the globe. Our mission is to ensure our users have a worry-free and distraction-free online browsing experience. Our main product is one of the most popular browser extensions worldwide and has been downloaded more than 250 million times. AdBlock works in Chrome, […]

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 […]

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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