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Message of the Week

Hi SD! Vicki here. A stellar knowledge management process is critical for your team and your customers alike. The #knowledge-management channel is a great place to stay up to date with the methods best practices that others are using to keep their people informed. Here's a great example of a conversation from the channel this week: 
Community Updates
  • Did you know that Leadership Summit speakers get a complimentary ticket to the event for themselves, as well $200 off a second ticket to share with a fellow industry pro? 🚨 With only two weeks left until the speaker deadline, now is the time to put the finishing touches on that pitch. Make sure to send us your proposal by June 8 using this form

  • Help us help you! Take the brief Support Driven User Research Project survey and tell us more about your thoughts on Support Driven Expo. 

  • Volunteering for SD events is a great way to meet your peers, learn what it takes to execute a conference, and play a huge role in the success of an event-- and the complimentary ticket doesn't hurt either 😉 The call for volunteers for SD Expo Americas in Portland from July 11-12 is now open. Check out this blog post for the details. 

  • The Support Driven Slack now has an #operations channel! 
Community Member Shout-out
Know someone deserving of a shout-out? Submit your recommendation to this form and they might just be featured in a future SD newsletter. 
"Sarah just makes me feel good. Her "Feels Herder" job title is well-chosen. She's helpful in #x-parenting, shares delicious food ideas in #x-food, writes and speaks about self-care kits, non-violent communication, and dealing with trolls, and I'm excited she's rolling out a new workshop at this year's Expo about protecting your team from social engineering. I just think she's awesome and I feel lucky to be part of this community with her."

- A community member
Welcome to all new SD members, including Priscilla! 
Top Community Conversations

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

From #chit-chat

From #chit-chat

From #chit-chat

From #customer-success

From #leadership

From #leadership

The Articles We're Reading
It’s in everyone’s interest that Customer Success be recognized globally as something that any type of business in any region of the world can leverage to thrive.

3 Reasons Why Marketing and Support Teams Should Work Together - Posted by Valeriya in #chit-chat

It is important for Customer Support and Marketing teams to work hand-in-hand because together they will create better customer experiences, bring more revenue, attract more loyal customers and retain more engaged employees. That would make companies stand out from the rest to become all-time favorites.

9 Lessons for the First-Time Manager - Posted by mrpatto in #leadership


Congratulations! You’ve been bumped up to a leadership role for the very first time. Maybe it’s something you’ve seen coming for awhile, or maybe it’s come about because the scaling startup or creative studio you work at suddenly needed a management layer. Whatever the case, you feel like you’re on the path to greatness and everything’s coming up roses and dollar bills.

That is, until reality hits and that promotion glow gives way to panic: How the heck do you manage a team?

5 Predictions on the Future of Customer Service - Posted by Yasine in #reads

Growing customer expectations are forcing companies to rethink their approach to customer service. Technology is playing a big role in this shift, with connected devices, automation, and artificial intelligence (AI) enabling organizations to better address their customers’ needs.

Community Calendar

May 30, 2019 06:30 pm | Vicki Laninga

Join Aircall and MaestroQA for a panel discussion on: - Training your squad to handle the pressure of a live audience - Creating strong processes that inform and empower agents to improv as needed - Methods for reviewing and fine-tuning your team's performance at scale You'll also get the VIP treatment with custom artwork, glamour shots, and a chance to win two tickets to see Hamilton!

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

May 22, 2019 08:51 am | mbeamish

Position Overview We’re looking for a few friendly Support Specialists to join our team. You’ll have the opportunity to support a great product, make a difference in the education community, and work with some really amazing people. Key Responsibilities  Helping teachers and educators use Illuminate’s products to make a difference in student’s lives. Handling problems using […]

May 20, 2019 02:24 pm | nathan

SUPERHUMAN 👉 Superhuman is: – The fastest email experience in the world – The most wanted product on Product Hunt, with 140K+ people on our waitlist – Loved and adored: see what our users say ( Our users get through their inbox twice as fast; many see inbox zero for the first time in years. […]

May 20, 2019 01:49 pm | mmangino

Initially reporting directly to the CTO, you will continue HubTran’s tradition of outstanding customer service. After becoming an expert in our products, you will be the first person our customers contact when they need help. Along with providing front line support, you will create documentation and video guides to allow our customers to learn on […]

May 14, 2019 09:10 am | julie.mccollough

We’re redefining the dining experience by building a world-class mobile ordering and delivery platform. Waitr’s marketplace is helping small businesses grow and acquire new customers while also bringing concierge level convenience to thousands of consumers. Waitr’s growth has been off the charts and has no signs of slowing down. We are launching dozens of new […]

May 10, 2019 10:06 am

About Lingo Live: Lingo Live’s mission is to empower humans to contribute their unique potential to the workplace. Our vision is to bring the world together through meaningful, human connections. We connect multilingual employees to a personal language and communication coach to help them contribute as their authentic selves with more confidence at work via task-based learning. With […]

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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