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 | 14 | Founded | 2 months ago | Last Issue | 12 days ago |
| Active | |||||
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drewiclark.substack.comLatest Issues
The career-changer’s playbook
Two of the best support hires I’ve ever made learned the trade at a burger chain and a theme park, no wait - 3. One more was a bartender.
In-N-Out and Legoland, if you’re really must know. Neither one had ever touched a helpdesk but both w...
Saying “I don’t know” without losing trust
I know a CEO who is one of the most intelligent and driven people on the planet. He isn’t a lawyer, but he can pick apart any argument or premise like one, hunting for the gotchas and the problems nobody else might call out. He sees through...
Nobody puts AI on their resume.
I read resumes for a living, more or less. Support agents, support managers, the occasional brave soul who wants my job. And lately I’ve caught myself doing this weird thing where I hunt for one specific line. It’s like a Ctrl-F running in...
The Rule of Twos: Document the Right Things
Every support team I’ve ever led, integrated, or acquired has a documentation graveyard. It might be an internal wiki, or a shared drive, or the Notion space with a grip of pages but no one curating. Somebody built it during a slow week wit...
"AI Operations" isn't real. It's just "Operations"
There’s a guy on my team. We’ll call him Leif. His job is to make sure that when a customer writes in, the bot answering them already knows where in the product they are, who they are, if they have a purchase history with us, when they last...
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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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