I’m a brand new mentor with the  Aspire program. I was a mentee for 2 rounds a few years ago (shoutout to Sarah Chambers and Alison Groves). I learned a lot during those months - how to be a better manager, some strategies around dealing with office politics and figuring out my strengths. Now that I’m a mentor, I’m excited to pay it forward! I’m definitely a person who operates on “vibes” in my personal life, but I strive to be more organized and deliberate in my professional life. When I was matched with my mentee, I wanted to make sure my first meeting with them  wasn’t a rambling ..read more

Support Driven Leadership Summit 2023 Oakland The next Support Driven Leadership Summit will be held in San Diego, CA on March 26-27, 2024. Support Driven Leadership Summit brings Heads of Support teams together to tackle their immediate challenges and grow their professional network of leaders in Customer Support. Leadership Summit is a small group experience designed to enable meaningful connections before, during, and after the event. While AI seemed to dominate the overall industry conversation in 2023, we found another common theme bubbling up within the community, especially with these ..read more

Kincy Clark, former Director of Support at Bolt with over 15 years of experience leading customer-facing teams in startups, has now embarked on a new venture after leaving Bolt, showcasing his extensive support expertise and dedication to the startup ecosystem.   Check out this video featuring Kincy Clark our upcoming speaker for November's Leadership Summit, where he shares insights on effective communication with finance teams, emphasizing the need for support leaders to speak the language of business and demonstrate the value of support beyond ticket metrics, ultimately positioning sup ..read more

Jen Weaver, Customer Success Manager at Tettra, began her support journey in 2014 as the second member of YNAB's support team. Her dedication and versatility played a pivotal role as the team expanded rapidly, ensuring swift responses and exceptional customer satisfaction. Known for her strong customer relationships, Jen transitioned into the realm of Customer Success, driven by her passion for fostering lasting connections.   Check out this video featuring Jen Weaver our upcoming speaker for October’s Expo where she discusses the importance of agile knowledge management, offering practic ..read more

Meet Brian Levine founder of Yetto, a cutting-edge help desk platform currently in alpha and seeking early design partners. With a rich background, Brian served as the VP of support at GitHub, headed support at Plaid, and offered consulting expertise in managing support teams for various Series A, Series B, and SaaS startups before venturing into Yetto's development approximately a year and a half ago.   Check out this video featuring Brian Levine our upcoming speaker for October’s Expo where he discusses the importance of establishing and maintaining a source of truth in knowledge manage ..read more

Meet Craig Crisler, the CEO of SupportNinja, specializes in global customer experience outsourcing, primarily catering to startups and innovative tech companies. Before founding SupportNinja, Craig collaborated with Scribe Sense, contributing to the development of a large language model focused on handwriting recognition, showcasing his deep involvement in cutting-edge technology solutions.   Check out this video featuring Craig Crisler our upcoming speaker for October’s Expo where he discusses the importance of navigating the legal and ethical aspects of AI in support, highlighting the c ..read more

Meet Elec Boothe an e-commerce enthusiast with a decade of experience, currently leads the support and tech writing teams at Bolt Checkout, leveraging his expertise gained from roles at industry giants like Salesforce Commerce Cloud and Salsify. With a natural inclination for helping others, Elec's passion aligns seamlessly with his career, making him a valuable asset in the e-commerce and support domain.   Check out this video featuring Elec Boothe our upcoming speaker for October’s Expo where he discusses his passion for structured troubleshooting and offers valuable advice on framing p ..read more

Meet Erin Ozolins Customer Support Insights Manager at Zapier, who combines over four years of SaaS experience, leveraging data-driven insights in both frontline and managerial support roles. She excels in implementing tools like Qualtrics surveying, streamlining processes, and developing stakeholder-focused dashboards in Looker, while also adept at project management and team leadership for delivering comprehensive monthly analyses.   Check out this video featuring Erin Ozolins our upcoming speaker for October’s Expo where she discusses the importance of hiring outside the box for custom ..read more

Caitlin Parnell is a seasoned Customer Support Specialist at YNAB with a strong background in leadership roles throughout her career. Her unwavering passion for personal and professional growth and development shines through in her work, making her a valuable asset to her team and organization.   Check out this video featuring Caitlin Parnell our upcoming speaker for October’s Expo where she discusses the importance of building resumes beyond technical skills, emphasizing the value of storytelling and character-driven qualities for job applicants and employers. Get a sneak peek of his com ..read more

Nate Kermit serves as a seasoned Technical Support Manager at New Relic, Inc., drawing from over ten years of experience to refine his skills in a range of customer-centric roles such as client services, escalation, account management, technical support, and engineering. Nate's broad and varied experience uniquely qualifies him as a valuable leader in the realm of customer support and advocacy.   Check out this video featuring Nate Kermit our upcoming speaker for October’s Expo where he discusses the importance of balancing leadership and management in customer support teams and the value ..read more