I focus on tech startups and growth-stage companies, establishing sustainable Support tooling, policies, processes, training, and reporting, (particularly for teams with limited resources).
I write engaging, expert customer experience-related content for a variety of companies and audiences. I also offer ghostwriting services for companies and leadership who need to develop their voices in the CX space.
Afraid your job listings are going to win Bad Job Bingo? I'lI review your job descriptions and help you communicate your company's mission and culture effectively and honestly, facilitating a better fit between your company and potential candidates.
I offer a range of consulting services to improve your customers' experience, including knowledge management and company voice development. Check out Services and Portfolio for examples of what I can do for your company.
Steph is incredibly badass and not hiring her is the biggest mistake you will ever make in your professional life.
Steph is an incredibly driven, competent and knowledgeable support leader. They have a knack for approaching problems with genuine empathy and curiosity, bringing a seemingly endless supply of tenacious compassion for users and support teams.
Steph's work and perspective are SUPER valuable. She asks very good questions that make the team better and she's a resourceful and excellent problem-solver. She's brought much-needed process, organization, and structure to everything she's intersected with. She is an asset.
Long answer: it's a weekly roundup of news, jobs, and other noteworthy bits and happenings from around the customer experience world (with some commentary from yours truly thrown in).
Short answer: I'm still figuring it out! This is a work in progress and it will likely evolve as I figure out what works and what doesn't.
Yes, please! Send submissions to: roundup@supporthuman.cx.
I'll take pretty much anything related to the Customer Experience profession/field: news, jobs, blog posts, podcasts, videos, books, funny or interesting social media posts, and so on.
I'll also take the above from adjacent areas like Tech, labor, hospitality – basically anything you think I or other CX humans might be interested in.
When you submit, let me know if you'd like me to credit you – I'm always happy to!
Bad Job Bingo started out as a silly game I played in response to a not-so-silly experience I was having in my job search.
Most jobs I looked at were fine; not amazing, but not actively concerning. But I came across some that were full of flags, which -- over 10 years working in CX and in Tech -- I've learned not to ignore lest I end up in a bad job for the wrong company.
I started to write down those flags, trying to figure out which were serious enough to be red flags and which were just reasons for caution as yellow flags. Putting them on a bingo card made it a fun game for me rather than a depressing exercise I had to do.
Eventually, I had enough entries to fill up a few bingo cards, and I realized it wasn't just a silly game -- it was a real tool I was using to avoid jobs that would be a bad fit for me. Then I realized it could be a helpful tool for others, too.
Thus Bad Job Bingo was born.
Playing Bad Job Bingo is more of an art than a science. However, in general, when I’m evaluating jobs, I’ll mark all of the Bad Job Bingo entries I find in the job description. When I’m done marking entries, I count the entries and:
Not at all! The idea is to give you all the information you need to confidently apply for a job and manage the interview process. I also want to help you to go into a new company and a new role with your eyes open, so that you're able to pick your challenges and avoid unpleasant surprises.
Bad Job Bingo is just a tool to help you find jobs that might be a good fit -- the ratings are mine and a shortcut to help you, but just because a job appears in one of the more negative categories doesn't mean you shouldn't apply if it works for you. (And a job appearing in a more positive category isn't an endorsement, either!).
I can help you decipher culture clues and avoid toxic working dynamics, but what's good or bad for me might not be what's good or bad for you. That's why I highly recommend you make Bad Job Bingo your own.
I've been a job seeker and a hiring manager, so I've seen both sides of the process and I've developed a keen sense for bullshit. Having said that, as with any resource, you should take what resonates with you and discard the rest.
Unless I explicitly say otherwise, nope. Just 10 years of experience working in CX and almost 20 years of professional experience, making reading between the lines of company careers pages and job descriptions easier for me.
