12Mar24 Brief

In today's Brief:

• News from the Roundup

• And Now for Some Good News

• Read

• Watch

• Listen

• Get Hired

  • Green Means Go

  • Eh, It’s Probably Fine

  • Tread Carefully

  • BINGO

  • Seriously, Maybe Don’t

  • Upcoming Events

News from the Roundup

• I Can Haz Cheeseburger?

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'sEverything in Moderation* newsletter writing the Trust & Safety Insider edition every Monday

Read

• Heather Rasley wrote about the best way to support women, Sarah Bettsaddressed 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 2024March 25-27, 2024 in Scottsale, AZ and virtually. Register here.

Support Driven Leadership SummitMarch 26-27, 2024 in San Diego, CA. Register here.

Trust & Safety in the Majority WorldApril 3-4, 2024. Virtual workshop hosted by the Institute for Rebooting Social Media. Apply to join here.

DTCx7 GlobalApril 3-4, 2024. Virtual event hosted by DTCX. RSVP here.

Write the Docs PortlandApril 14-16, 2024 in Portland, OR. Register here.