Support is a Profession
Head of Customer Support, ten years in. Lifetime of customer-building careers in retail, training, lots of tech work, and some scuba diving. Weekly honest writing about a profession most of the internet covers badly.
| Platform |  | Pricing | Only free issues | Publishes | Daily |
|---|---|---|---|---|---|
| Issues | 8 | Founded | a month ago | Last Issue | 10 days ago |
| Active | |||||
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I can hire a support agent in two weeks, can you?
Every panel interview I run starts the same way. We do introductions, and then I start talking about my chickens (some of you remember Ylvis). Or fishing. Or gardening. Or what the kids did this weekend. I want the candidate to know we are...
Tell Me About Yourself
Ylvis the Benevolent
A few years ago I was on a panel interview for a support IC role. We’d just done the round of team intros. Names, what we each did, a quick bit about what we liked to do outside work, etc. The candidate, who I’ll call...
Most of Relate was about removing humans from support. I don't see it.
It’ll make sense after the 5th paragraph
I spent a couple of days last week walking around the Bluebird Ballroom of the Colorado Convention Center, which is the main expo floor for Zendesk’s Relate conference. I think every single vendor...
Certifications Won’t Get You Hired
I have read thousands of resumes for customer support roles, and not one of them has moved me to call a candidate because of a certification.
That’s worth knowing if you’re sitting somewhere right now deciding whether to spend three hundre...
I’ve never hired anyone because they had a certification
I have read thousands of resumes for customer support roles, and not one of them has moved me to call a candidate because of a certification on the page.
That's worth knowing if you're sitting somewhere right now deciding whether to spend...
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| Subscribers | Engagement | 69 | Monthly Web Visits | ||
|---|---|---|---|---|---|
| Accepts Sponsors | Estimated Cost per Ad | ||||
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Head of Customer Support, ten years in. Lifetime of customer-building careers in retail, training, lots of tech work, and some scuba diving. Weekly honest writing about a profession most of the internet covers badly.
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