This is one piece I’ve wrestled with. A lot. Initially, I was against the idea of creating two distinct teams — part of me still is — but I’ve come to see a different perspective. Think about life this way: we’re really only amazing and successful at our top one or maybe two priorities. For example, if you gaveContinue reading "What’s the Role of a Coach in Support? Aren’t We All the Same?"
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 customers, Coaches focuses proactively to engage those users less prone to seek out help. Both have theirContinue reading "Support Leadership: Structure of Support?"
Diversity
I almost refrained from putting this section in here — not because I don’t believe in it, but because it’s seen as the trendy thing to say, whether or not you actually believe it, though feel pressured to affirm it. However, after reflecting on it I realized truth is still truth, not matter if it’s a clichéContinue reading "Diversity"
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 excel? Is there a connection between this and the ability to scale the companyContinue reading "Support Leadership: How to Hire?"
Support Leadership: How to Lead?
We just wrapped up the series of posts with the philosophical underpinnings of Support. This next set of posts focus on leadership aspects of Support. This is a deeper question than can be addressed in simply a few paragraphs…but to start, here are several characteristics I believe are vital. For a greater view, I recommendContinue reading "Support Leadership: How to Lead?"
Jeff Beaumont 