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Elevate Support Podcast

Sarah Hatter, Colin Flanigan, Michael Labrecque-Je

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Elevate Support Podcast
Elevate Support Podcast

Elevate Support Podcast

Sarah Hatter, Colin Flanigan, Michael Labrecque-Je

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Followers
0
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About Us

A podcast by the people behind Elevate Summit, the best conference out there for support pros. Join us in Philadelphia March 30 & 31 for our 18th Support Summit! (elevatesummit.co)

Latest Episodes

S2E4: People leave bad managers

EBeing a manager takes skills, but managing a customer support or experience team requires a whole other world of skills that it's very hard to find training on. Lindsay Konsko of Nerdwallet is the expert at managing people-focused teams, and she joined us to share some of that elusive wisdom about building a great management structure that we're all so eager to hear. You can check out more of her writing on support management (and even hire her to consult!) over at http://lindsaycanhelp.com.

50 MIN2018 MAY 29
Comments
S2E4: People leave bad managers

S2E3: Tones is making all the effort here

Today we're hanging out with Antonio King, a superstar in the world of e-commerce customer experience. He agrees with our long-standing belief that CSAT is dead, but what's going to replace it? What should we be measuring instead? Let's find out, together.

44 MIN2018 MAY 18
Comments
S2E3: Tones is making all the effort here

S2E1: Jon McCartie is not a spider-person!

First things first - Skype updated and everything is ruined. Colin and Sarah riff a bit on why you shouldn't sneak up on your customers with goofy child-like updates, then they're joined by Heroku's Senior Manager of Technical Support, the one and only Jon McCartie. Jon has a lot of experience building sustainable remote teams and he'll be speaking more about what makes teams grow, thrive, or fail at our spring support summit in Philadelphia!

49 MIN2018 JAN 17
Comments
S2E1: Jon McCartie is not a spider-person!

Episode 9: Rick Myers knows about clouds

Spoiler alert: Episode 9 was recorded right after 4th of July, which is why we are annoyed with having a holiday on a Tuesday. Today we're chatting with our old friend, Linode's Rick Myers! Linode offers cloud hosting for Linux, which is super brainy and way above our pay grade. Rick runs their support team, and he shared a lot of insight into their hiring process, what it's like doing support for a highly technical customer, and he gave us a breakdown of their newly minted internal training program for their customer support team. Rick is a past Elevate Summit speaker, and he's promised to join us again for our spring event in 2018. HE PROMISED!

26 MIN2017 AUG 18
Comments
Episode 9: Rick Myers knows about clouds

Episode 8: Too Many Cooks Make Benception

This week we're joined by one of our past (and future!) Elevate Summit speakers, Ben MacAskill of SmugMug. Ben tells his story of going from researching cancer cures in a bio lab to handling support for a growing, bootstrapped startup. We also talk a lot about hiring, and how company culture influences team dynamics, and the pros and cons of running an entirely remote support team. We were so excited to catch up with Ben that you'll hear four voices this episode (Ben, Mike from Trello, Colin from Pingboard, and Sarah from CoSupport), and high fives to our editor Jonathan for splicing out all the overtalk! PS, the episodes of Reply All 5 that Ben references are Episodes 71 & 77! (https://gimletmedia.com/reply-all/)

39 MIN2017 JUL 10
Comments
Episode 8: Too Many Cooks Make Benception

Episode 7: Eric Broulette gets too many emails

Today Colin and Sarah are chatting with the awesome Eric Broulette of Hudl fame! We're obsessed with Hudl's story of massive bootstrapped growth, and Eric shared a lot of behind the scenes of their bustling Lincoln, Nebraska operation. Keep listening to the end to hear the astonishing support volume Hudl support handles daily - you might need a Zantac (or a sheet cake).

33 MIN2017 JUL 7
Comments
Episode 7: Eric Broulette gets too many emails

Episode 6: Derek Homann loves support people

Sarah sits down with Derek Homann to talk about his career in support, growing teams at massive scale, and what made him decide to start his own support-focused product, Median! Check out the newly launched Median at HelloMedian.com, and come see Derek speak about building a new chat tool at Elevate Denver, October 6 & 7!

28 MIN2017 JUN 17
Comments
Episode 6: Derek Homann loves support people

Episode 5: Lee has to choose between cycle, convertible, or cabin

This episode is full of big life decisions as Lee Matos of Gitlab joins us for an important conversation about his future: Bicycle or car? Or Car-cyle???? We also get into talking about being a support manager, and growing a team of leaders, what skills you need to gather to become a successful manager, and what makes a good one-on-one review. Plus, we get a peek into the world of Gitlab, where every decision is made public (woah!) and collaboration between departments is taken to a whole new level. Plus, lots and lots of Beyonce.

40 MIN2017 JUN 13
Comments
Episode 5: Lee has to choose between cycle, convertible, or cabin

Episode 4: Suneet owes Friendly's $5.25

EThis week we're hanging with Suneet from Help Scout, one of our favorite support companies (and favorite people!). We jump right into talking about the bliss of remote working, choosing the right company to work for, our worst jobs ever, and why Mike didn't make it as a Bennigan's host. We also chat about creating awesome content for support pros, and what it's been like for Suneet as he's jumped into the world of customer support.

49 MIN2017 JUN 9
Comments
Episode 4: Suneet owes Friendly's $5.25

Episode 3: Nora West has all the hands.

This episode, Sarah and Mike are joined by Nora West from Guru! Support teams are often the group best informed about customers' opinions and desires for your product, but many support teams struggle with how to effectively convey that information to other teams in the company. If you don't have a form of All Hands Support going, how can you make sure your engineering team knows how annoying that latest bug is? How can you make sure the design team knows just how distracting the font change was? Nora's got lots to share about how Guru tackled this and how they represent their customers to the entire team!

36 MIN2017 JUN 9
Comments
Episode 3: Nora West has all the hands.

Latest Episodes

S2E4: People leave bad managers

EBeing a manager takes skills, but managing a customer support or experience team requires a whole other world of skills that it's very hard to find training on. Lindsay Konsko of Nerdwallet is the expert at managing people-focused teams, and she joined us to share some of that elusive wisdom about building a great management structure that we're all so eager to hear. You can check out more of her writing on support management (and even hire her to consult!) over at http://lindsaycanhelp.com.

50 MIN2018 MAY 29
Comments
S2E4: People leave bad managers

S2E3: Tones is making all the effort here

Today we're hanging out with Antonio King, a superstar in the world of e-commerce customer experience. He agrees with our long-standing belief that CSAT is dead, but what's going to replace it? What should we be measuring instead? Let's find out, together.

44 MIN2018 MAY 18
Comments
S2E3: Tones is making all the effort here

S2E1: Jon McCartie is not a spider-person!

First things first - Skype updated and everything is ruined. Colin and Sarah riff a bit on why you shouldn't sneak up on your customers with goofy child-like updates, then they're joined by Heroku's Senior Manager of Technical Support, the one and only Jon McCartie. Jon has a lot of experience building sustainable remote teams and he'll be speaking more about what makes teams grow, thrive, or fail at our spring support summit in Philadelphia!

49 MIN2018 JAN 17
Comments
S2E1: Jon McCartie is not a spider-person!

Episode 9: Rick Myers knows about clouds

Spoiler alert: Episode 9 was recorded right after 4th of July, which is why we are annoyed with having a holiday on a Tuesday. Today we're chatting with our old friend, Linode's Rick Myers! Linode offers cloud hosting for Linux, which is super brainy and way above our pay grade. Rick runs their support team, and he shared a lot of insight into their hiring process, what it's like doing support for a highly technical customer, and he gave us a breakdown of their newly minted internal training program for their customer support team. Rick is a past Elevate Summit speaker, and he's promised to join us again for our spring event in 2018. HE PROMISED!

26 MIN2017 AUG 18
Comments
Episode 9: Rick Myers knows about clouds

Episode 8: Too Many Cooks Make Benception

This week we're joined by one of our past (and future!) Elevate Summit speakers, Ben MacAskill of SmugMug. Ben tells his story of going from researching cancer cures in a bio lab to handling support for a growing, bootstrapped startup. We also talk a lot about hiring, and how company culture influences team dynamics, and the pros and cons of running an entirely remote support team. We were so excited to catch up with Ben that you'll hear four voices this episode (Ben, Mike from Trello, Colin from Pingboard, and Sarah from CoSupport), and high fives to our editor Jonathan for splicing out all the overtalk! PS, the episodes of Reply All 5 that Ben references are Episodes 71 & 77! (https://gimletmedia.com/reply-all/)

39 MIN2017 JUL 10
Comments
Episode 8: Too Many Cooks Make Benception

Episode 7: Eric Broulette gets too many emails

Today Colin and Sarah are chatting with the awesome Eric Broulette of Hudl fame! We're obsessed with Hudl's story of massive bootstrapped growth, and Eric shared a lot of behind the scenes of their bustling Lincoln, Nebraska operation. Keep listening to the end to hear the astonishing support volume Hudl support handles daily - you might need a Zantac (or a sheet cake).

33 MIN2017 JUL 7
Comments
Episode 7: Eric Broulette gets too many emails

Episode 6: Derek Homann loves support people

Sarah sits down with Derek Homann to talk about his career in support, growing teams at massive scale, and what made him decide to start his own support-focused product, Median! Check out the newly launched Median at HelloMedian.com, and come see Derek speak about building a new chat tool at Elevate Denver, October 6 & 7!

28 MIN2017 JUN 17
Comments
Episode 6: Derek Homann loves support people

Episode 5: Lee has to choose between cycle, convertible, or cabin

This episode is full of big life decisions as Lee Matos of Gitlab joins us for an important conversation about his future: Bicycle or car? Or Car-cyle???? We also get into talking about being a support manager, and growing a team of leaders, what skills you need to gather to become a successful manager, and what makes a good one-on-one review. Plus, we get a peek into the world of Gitlab, where every decision is made public (woah!) and collaboration between departments is taken to a whole new level. Plus, lots and lots of Beyonce.

40 MIN2017 JUN 13
Comments
Episode 5: Lee has to choose between cycle, convertible, or cabin

Episode 4: Suneet owes Friendly's $5.25

EThis week we're hanging with Suneet from Help Scout, one of our favorite support companies (and favorite people!). We jump right into talking about the bliss of remote working, choosing the right company to work for, our worst jobs ever, and why Mike didn't make it as a Bennigan's host. We also chat about creating awesome content for support pros, and what it's been like for Suneet as he's jumped into the world of customer support.

49 MIN2017 JUN 9
Comments
Episode 4: Suneet owes Friendly's $5.25

Episode 3: Nora West has all the hands.

This episode, Sarah and Mike are joined by Nora West from Guru! Support teams are often the group best informed about customers' opinions and desires for your product, but many support teams struggle with how to effectively convey that information to other teams in the company. If you don't have a form of All Hands Support going, how can you make sure your engineering team knows how annoying that latest bug is? How can you make sure the design team knows just how distracting the font change was? Nora's got lots to share about how Guru tackled this and how they represent their customers to the entire team!

36 MIN2017 JUN 9
Comments
Episode 3: Nora West has all the hands.