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
- 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
Don't say I didn't warn you.
- 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.
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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.