Supporting your support...
summary
Support teams are often more diverse yet get low pay and are treated as replaceable so companies miss product signals and burn out staff — one company sees 50% turnover every three months. Concrete fixes include assigning a dedicated support hero on engineering, sending advance deploy notices, funding conferences or bootcamps, and building an internal tool so support can resolve issues directly. Paying a living wage and tracking these actions measurably changes outcomes.
AI-written summary · about
chapters (7)
- 0:00Start
- 1:53What Customer or Technical Support Is
- 2:26Who Here Has Ever Contacted Customer Support
- 8:09Opportunity for Growth
- 10:42Meritocracy
- 12:58Get To Know Your Support Team
- 14:47Support Hero
related talks
28mAttracting + Retaining the Best Engineers as you Scale
35mHow to be a good boss, tech lead, or project maintainer: Inclusive Leaders
28mA More Human Industry
38mPut Up or Shut Up: An Open Letter to Tech Companies Seeking Diverse Teams
01h 37mScaling Talent: Attracting and Retaining a Diverse Workforce
11mBuild great engineering teams and have a positive social impact
31mBuilding High-performing, Diverse Teams
29mDeveloping With Empathy