In today's Brief:
News from the Roundup
And Now for Some Good News
Read, Watch, and Listen
Get Hired
Upcoming Events
News from the Roundup
And Now for Some Good News
- I Can Haz Cheeseburger?
- Monica Rosales joined Vizit as a Senior Customer Success Manager.
- Katie MacDonald joined Tremendous as a Product Support Specialist.
- Vishal Kapoor joined SocialPilot as a Product Specialist.
- Rori Quinonez joined BetterMynd as Assistant Director of Campus Success
- Thomas Hils joined Wingspan as Head of Support.
- Dimple Pattani joined Wagestream as Global Director of Customer Support.
- Meredith Metsker was promoted to Director of Content and Community at uConnect.
- Ksenia Bykova was promoted to Senior Manager, Support at Klaviyo.
- Alexa Ahrens was promoted to Content Strategist at Help Scout.
- A tl;dr version of the Roundup is now available in the Support Human Brief
- I've finished adding all of the previously-rated jobs to Support Human Jobs
- Ashley Hayslett launched the new version of the Professional Helpers job board
- Alice Hunsberger joined Ben Whitelaw's Everything in Moderation* newsletter writing the Trust & Safety Insider edition every Monday
Read
- Heather Rasley wrote about the best way to support women, Sarah Betts addressed our male colleagues, and Alice Hunsberger explained why she's not happy on this International Women's Day.
- Neal Travis wrote about navigating the support operations landscape.
- Anne Marie Traas wrote about the difference between customer support and customer success for Tettra.
- Jake Bartlett wrote about the 10 Zendesk apps every support team needs for SwiftEQ.
- Maryna Paryvai shared four templates for creating great help articles, also for SwiftEQ.
- Thomas Hils wrote about the top 10 benefits of chatbots in customer service for Help Scout.
- Nouran Smogluk wrote about how to introduce quality assurance to your support team for Klaus.
- Graham Kenny argues that customer surveys are no substitute for actually talking to customers in the Harvard Business Review.
- Alice Hunsberger gave us 5 Trust & Safety links worth reading this week.
- Bri Riggio published Leadership Advice for New Trust and Safety Leaders as a Visiting Fellow for the Integrity Institute.
Watch
- Next in Queue talked to Michael Mattson about his nearly a decade of customer service at the United States Postal Service.
- CX Passport talked to Jermaine Edwards about focusing on customer outcomes rather than experiences.
- CX Stories by ElevateCX talked with Erica Clayton about how she thinks about customer experiences and whether surprising and delighting is really the big goal.
- The Customer Success Talks podcast talked to Jean-Marie Schiraldi and Luke Bartram about vital strategies and tips for those seeking roles in Customer Success.
- Maxime Manseau talks about flat structures and career growth in customer support.
Listen
- The Doing CX Right podcast interviewed Greg Mckeown about designing effortless experiences and removing customer roadblocks.
- The Customer Support Leaders podcast talked to Sarah Caminiti about the subtle yet pivotal practice of shedding assumptions to enhance customer interactions.
- The Customer Success Career Coach podcast talked about whether networking for customer success jobs is dead.
- CX Files talked to Dr. Lollie Mancey about resilience and work / life balance in the CX workplace.
- Fraudology talked to Alice Hunsberger about balancing AI with the human touch to protect customers from romance scams and fraud (among other things!).
- I'm a little late to this one, but Decoded by Threado talked to Brittany Ferguson about leading and scaling support teams in the age of AI.
Get Hired
I play Bad Job Bingo with every job listing that appears in the Roundup and categorize them according to how well (or poorly, if I hit Bingo) they do in the game. These and past contestants can be found at Support Human Jobs.
Green Means Go
No flags, or green flags only! A true unicorn.
- Support Engineer - Enterprise ($100k-$155k) at Lamda (Remote US)
Eh, It’s Probably Fine
A few flags popped up, but no serious ones.
- Sr. Director, Chief of Staff to CCO ($270k-$455k) at Okta (Remote US)
- Global Senior Director of Technical Customer Support ($210k-$275k) at Forter (Hybrid-NY)
- Senior Customer Success Manager, Enterprise Accounts ($127k-$154k) at Forter (Onsite US-Denver, CO)
- Director, Enterprise Digital Support ($124k-$220k) at Spectrum (Onsite CO-Greenwood Village)
- Sr. Executive Assistant - CCO ($106k-$179k) at Okta (Remote US)
- Technical Customer Support Manager ($100k-$130k) at Peach (Remote US)
- Senior Technical Writer ($80k-$140k) at at Peach (Remote US)
- Manager, Customer Success (East Coast) ($93k-$113k) at Guideline (Remote US-FL, ME, MD, MA, NC, NY, TX)
- Customer Success Training Specialist ($75k-$94k) at Guideline (Remote US-CA, CO, FL, ME, MD, MA, NC, NY, TX, WA)
- Customer Onboarding Specialist ($70k-$84k) at Guideline (Remote US-CO, FL, ME, MD, MA, NC, NY, TX, WA)
Tread Carefully
Didn’t quite hit bingo, but there were several yellow flags or more than one red flag.
- Director, YouTube Trust and Safety ($232k-$341k) at YouTube (Onsite US-San Bruno, CA)
- Director of Customer Success, Mid Market ($170k-$200k) at monday.com (Hybrid US-New York City, NY)
- Senior Manager, Strategic Customer Success ($140k-$190k) at monday.com (Hybrid US-New York City, NY)
- Enterprise Customer Success Manager ($100k-$130k) at monday.com (Hybrid US-Denver, CO)
- Customer Experience Team Lead ($85k-$100k) at monday.com (Hybrid US-Denver, CO)
- Participant Support Specialist ($70k) at Guideline (Remote US-CO, WA)
- Customer Experience Advocate ($48k-$62k) at monday.com (Hybrid US-Denver, CO)
- VP of Customer Success ("Competitive" Comp not given) at Siena (Remote US-NY, CA, NC, PA; CAN-Toronto; UK-London; IRE-Dublin)
- Director of Customer Success ("Competitive" Comp not given) at Siena (Remote US-NY, CA, MA, NC, PA, TX; CAN-Toronto; UK-London; IRE-Dublin)
- Customer Success Manager ("Competitive" Comp not given) at Siena (Remote US-NY, CA, FL, MA, NC, PA, TX; CAN-Toronto; UK-London; IRE-Dublin)
- Psych Support Operations Manager ("Competitive" Comp not given) at Rula (Remite US)
- Head of Customer Support (No comp given) at Passion.io (Remote Worldwide)
- Director of Support (No comp given) at First Due (Remote US)
- Implementation Product Specialist - Fire Documentation/ePCR - Canada (No comp given) at First Due (Remote CAN)
- Trainer and Content Manager (No comp given) at First Due (Remote US)
- Knowledge Base Specialist (No comp given) at Passion.io (Remote Worldwide)
- Technical Support Engineer (No comp given) at Forter (Hybrid UK-London)
- Customer Support Program Management Intern (Summer 2024) (No comp given) at Okta (Remote US)
- Customer Success Intern (Summer 2024) (No comp given) at Okta (Remote US)
BINGO
Welp.
- Client Support Lead ($70k-$150k) at Mindbloom (Remote US)
- Manager, Owner and Partner Support ($70k-$119k) at ChargePoint (Remote US)
- Manager of Customer Support ($80k-$100k) at Homebot (Hybrid US-Denver, CO)
- Senior Customer Service Representative ($55k-$70k) at Dispatch (Remote US)
- Customer Experience (No comp given) at Skio (Remote-IT IS A MYSTERY)
Seriously, Maybe Don’t
Look, I can’t tell you what to do. But maybe don’t apply for these jobs.
- Team Lead, Customer Care ($43k) at CoreLogic (Remote US-TX, MI, NY)
- Support Operations Manager ("Competitive" comp not given) at Apollo.io (Remote US)
- Customer Engineer (No comp given) at Pocus (Remote-IT IS A MYSTERY)
Upcoming Events
Gladly Connect Live 2024
March 25-27, 2024 in Scottsale, AZ and virtually. Register here.
Support Driven Leadership Summit
March 26-27, 2024 in San Diego, CA. Register here.
Trust & Safety in the Majority World
April 3-4, 2024. Virtual workshop hosted by the Institute for Rebooting Social Media. Apply to join here.
DTCx7 Global
April 3-4, 2024. Virtual event hosted by DTCX. RSVP here.
Write the Docs Portland
April 14-16, 2024 in Portland, OR. Register here.
That's it for this week! If you have items for the Roundup or the Brief you'd like to submit, you can do so at roundup@supporthuman.cx, but be sure to check out the Roundup FAQs first.
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