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Message of the Week

Hi SD! Vicki here. If you work remotely, the #zlocal-remote channel will be your home (office) away from home (office). Check out this great conversation about transitioning into a remote gig! 
Community Updates
  • There's only one week left until the speaker deadline for SD Leadership Summit in Boston! Make sure to get your submission in by Saturday, June 8 using this form! 

  • Look no further than this webinar for a conversation about managing your Business Process Outsourcing (BPO):


Get expert tips from Mark Harmon of Choice Hotels on how to successfully manage your BPO relationship. in the Tips for Managing a BPO Relationship Webinar


Sponsored content 

Community Member Shout-Outs
Know someone who deserves a shout-out? Nominate them using this form and they may just be featured in a future Support Driven newsletter!
This week's shout-out goes to Lauren Volpe 🎉

When I had an uncomfortable situation at work, she gave me advise on how to handle it and approach my CEO. But not just that, she took the time during a conference to talk to me in person about next steps

- A community member
Big props to James Glazebrook for his stellar podcast appearance this week: 

And a warm welcome to all new community members, including Francis! 
Top Community Conversations

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

From #chit-chat

From #leadership

From #zlocal-remote

From #chit-chat

From #chit-chat

From #leadership

The Articles We're Reading

Acknowledging the importance of avoiding burnout is the first step toward making a healthier team. The next step is taking action to proactively prevent agent burnout from happening in the first place.

Defective Apologies - Posted by PhilNick in #reads

But apologies are failing more often. Two reasons: First, organizations aren’t humans, and organizations often seek to avoid or industrialize the human work that civilization needs. And secondly, the apology is a complex organism, one with many structures and purposes, and our culture models (or fails to model) how it’s supposed to be done.

School of Support: Taking the Right Tone - Posted by Diane in #chit-chat

Online communication is tricky. Jokes, sarcasm and irony don’t translate easily through text, so your intent can easily be misunderstood.
While emojis and GIFs certainly help, there’s still no sarcasm font, so you have to choose every word with thoughtfulness and care.
That’s why virtual tone is so important in customer service. You can’t set communication guidelines with customers (like you can for internal company communication), so every word and exclamation point counts

Support Leader Talks: Martin Velikov on How They Scaled SiteGround’s Support Team from a Few to Over 130 People - Submitted by Valeriya 

We’ve asked Martin a few questions about his experience, the good practices support organizations can adopt and the mistakes to avoid. He opens up about the challenges he and his team had to face while scaling up SiteGround’s team from only a few people to over 130 support agents today.
Community Calendar

Jun 13, 2019 12:00 pm | Vicki Laninga

Register for Proactive Customer Service: From Solving Problems to Supporting Success. Fast, friendly, and accurate responses to customer questions are essential for good service — but those are merely table stakes for customer-centric businesses. Helping your customers succeed means getting them the information they need before they even have to ask. The thoughtful combination of […]

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 29, 2019 04:51 pm | scv

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 […]

May 29, 2019 07:03 am | jason

Who We Are At Justworks, you’ll enjoy a welcoming and casual environment, great benefits, wellness program offerings, company retreats, and the ability to interact with and learn from leaders in the startup community. We work hard and care about our most prized asset – our people. We’re helping businesses get off the ground by enabling […]

May 28, 2019 09:01 am | odalis

Hi, thanks for reading about our Customer Support Specialist opportunity! We’re glad you’re here. We’re Knack, a code-free platform used by thousands of customers — from non-profits to the world’s biggest companies — to easily build custom apps, workflows, and databases. Our Customer Success team is about much more than just responding to customer issues. […]

May 26, 2019 11:08 pm | matt2

At UsabilityHub we help human-centered companies better understand their customers by making user research easy to run and fun to participate in. Over the past ten years we’ve helped thousands of organisations conduct research and improve their products, including Amazon, NASA, Reddit and Zendesk… to name just a few. We’re looking for friendly and thoughtful […]

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 […]

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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