What is Support Not?

Odd way of phrasing it, I know. While it’s helpful to know what Support is, it’s also helpful to know what it is not.

This may feel a little dark — but stay with me because I believe it’s worth it. Whatever you do in life, remember that we follow, obey, seek after…

Reflect

Slow down.

Think.

Support Leadership: How to Hire?

At my company, we believe smart people thrive on freedom.

Many companies have lots of great tangible perks, from snacks, equity for full timers, etc. These are all terrific, though we must also ask how much the culture motivates teammates to…

Goldilocks And The Three HR Adages

what follows is a fictional tale in reflecting upon the Hire Fast, Fire Fast and Hire Slow, Fire Fast debate

Once upon a time, Goldilocks found herself managing a SaaS startup creating innovative means to keep thick, well forested areas…

Support Leadership: Structure of Support?

Everyone is different. Though I’ve found a terrific balance by having the overall Support team split into two crews: Support and Coaches (think storytelling through solving business use cases and retention). Where Support’s focus is responsively to engage…

Customer Service — The Tome

I’ve spent a long time thinking, contemplating, writing, and re-writing my thoughts and beliefs on Customer Service, at least within a SaaS environment. I will spend the next number of weeks and months sharing my thoughts and considerations on the topic.

Closing Remarks and Questions: Customer Support

What do I hope to achieve after writing all this?

I hope that I’ll have a greater vision of Support. I hope to better understand the intricacies of Support, while still maintaining the…

Delegating What You Love

Do the work you don’t love and delegate what you enjoy.*

It can seem boring, but if you give away what you don’t love people will recognize you don’t care. If you don’t care about it, you won’t check on it and people will pick that up. Lead by example. Model…

Measuring Success

Why Measure?

Any department must demonstrate how they achieve value at the bottom line…