“What are we forgetting?”

Recently, our Tech team and myself got together to make a list of all of the things we forgot about in the last year, when working on various projects. There are 20 items so far, and it’s still growing.

When your product is complex and you make “one small improvement”, the butterfly effect is amplified enormously. The more primary use cases you have, the more edge cases you have. The more users you have, the more rare occurrences will, in fact, occur.

Well… ahem. This basket handle is significantly less usable now. Oops.

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What else can my support team do?

What else can my support team do?

Some support teams have just barely enough people to cover their hours or their ticket volume. But some teams have the luxury of not being so bootstrapped. If that’s you, you may be wondering what your support agents should be doing with their time, when not answering tickets.

Well…. the answer is many, many things! These tasks are not filler, fluff, or frivolity. They are key and core to not only supporting your users and your business, but supporting your team as growing individuals on unique career paths.

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Starting my career in support

This post is a part of a series, prompted by the fall 2018 Support Driven Writing Challenge.

When did you start your career in support and why? What’s your favorite thing about working in support?

In my previous post, On Motivation And Commitment, I outlined my professional path to working in support. But for this writing challenge, I’d like to elaborate more on what it was about this job that made me think it could be my career.


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The 2018 Heads of Support Survey!

The 2018 Heads of Support Survey!

I’ve been working on a new project, and it’s now ready for your participation!

Click to take the Heads of Support Survey

Support Driven is collecting anonymous information on how we run our support departments. Budget? Turnover rate? Staff-to-manager ratio? The Heads of Support Survey will help you see how similar companies and departments are run.

Support other leaders who wish to advocate for what their teams need by participating in this survey!

Here’s the Support Driven blog post which explains how this project was put together.




UX vs UI vs CX vs…

UX vs UI vs CX vs…

As the Tech world changes, we’re seeing new job titles, department names, and individual roles appearing and disappearing. This is a normal part of expansion; any industry in a growth period is going to experiment with the language used to describe what it does and what it’s made of.

However, this is quite confusing for those of us working in the Tech industry who are trying to map out our careers (and it’s especially confusing for those of us trying to get into Tech at all).

I’d like to breakdown a few of the common techie job titles that overlap regularly with support roles. This will hopefully make things easier for us as we navigate the job market!

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The Future of Work

The Future of Work


I was lying on my back on the picnic table on my deck. It was Earth Hour, which means many people (including me) had turned out their lights from 8:30-9:30 pm. The stars looked brighter than ever without the light pollution from nearby homes. The clouds parted just enough to allow me to identify Draco, Orion, and the Big Dipper. As I lay there, my husband put OK Computer onto the turntable in the living room. It felt like 1999 again, as I laid in the dark listening to Radiohead.

A heart that’s full up like a landfill
A job that slowly kills you
Bruises that won’t heal
You look so tired, unhappy….

I realized two things as I sat there listening to the muffled lyrics flow through the open window. First, the world I am living in is not the same world that existed when Radiohead wrote the lyrics to “No Surprises”. Second, the hippies of Asheville have largely failed to notice this.

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