How are you doing? What’s going on in your world? Do you need to talk about it? Are you out of toilet paper yet, and can you believe that’s a valid question? Ryan Klausner can’t believe it either, but his varied career in customer support over the years has lent him all the wisdom and…
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This is a tale of 80’s body swapping comedies, and also a good reminder that most of us use humor as a crutch when we are going through the most difficult of times. Colin has cabin fever and Sarah has an anxiety attack, and here we are just talking about it on the internet.
Remember our good friend, Josh Ramsey? You’ve probably seen him on stage a few times at Elevate, and maybe you joined him as he lead our group meditation? If you need a bit of a brain rest, Josh is your guy. Lean in while he talks about managing with compassion, our responsibility to our IC’s,…
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Deep breaths, y’all. What a time to be alive. Don’t you wish you had a mentor or coach who you could vent to and process with? That’s why we invited Jen Dary on to talk about what managers can be doing to help their teams through troubling times. We just love Jen Dary. We know…
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We did not expect the world to catch on fire in March, 2020, but here we are. This episode is all about working from home, you know, what people are talking a lot about these days. But there’s also info about our new professional membership association, launching May 2020!
Sarah sits down with Derek Homann to talk about his career in support, growing teams at massive scale, and what made him decide to start his own support-focused product, Median! Check out the newly launched Median at HelloMedian.com, and come see Derek speak about building a new chat tool at Elevate Denver, October 6 &…
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This episode is full of big life decisions as Lee Matos of Gitlab joins us for an important conversation about his future: Bicycle or car? Or Car-cyle???? We also get into talking about being a support manager, and growing a team of leaders, what skills you need to gather to become a successful manager, and…
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This week we’re hanging with Suneet from Help Scout, one of our favorite support companies (and favorite people!). We jump right into talking about the bliss of remote working, choosing the right company to work for, our worst jobs ever, and why Mike didn’t make it as a Bennigan’s host. We also chat about creating…
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This episode, Sarah and Mike are joined by Nora West from Guru! Support teams are often the group best informed about customers’ opinions and desires for your product, but many support teams struggle with how to effectively convey that information to other teams in the company. If you don’t have a form of All Hands…
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This episode, we’re joined by Ben McCormack from FullStory! As support pros, are you *addicted* to the queue? Ben says you just might be. The same way you can get addicted to other things, your brain responds to the queue and you get a dopamine hit for completing that queue, but this can lead you…
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