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 | 12 | Founded | 2 months ago | Last Issue | 19 days ago |
| Active | |||||
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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...
Don't Mind the Gap
One IC hire I made had a pretty good sized gap in his resume timeline. After a series of food service jobs early in his career, then some good customer support experiences he had a 7 month gap. Now, this was before COVID, before the big dis...
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...
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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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