23Jun24 Brief

Table of Contents

• 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

News from the Roundup

• Tech Has An Accountability Problem

And Now for Some Good News

• Dani Siegel joined beehiiv as a Customer Support Specialist.

• Ryan Ruppe joined beehiiv as a Customer Support Specialist.

• Yvette Johns joined Fly.io as a Developer Relations Engineer.

• Davin Wilfrid joined Simpplr as Director of Customer Advocacy.

• Tom Blossom joined ArangoDB as Vice President of Customer Success.

• Kenji Hayward was promoted to Senior Director of Customer Support at Front.

• Devina Tandon was promoted to Manager, Technical Support at Whatfix.

• Cheryl Spriggs was promoted to Manager, Premier Support at Zapier.

• Matt Edson was promoted to Quality Assurance Specialist at GoCardless.

• Conor Pendergrast launched coaching for customer support professionals at CustomerSuccess.cx, with new slots opening in August/September.

• Sarah Caminiti joined the Growth Support podcast team (hosted by Neal Travis) with a new spin-off podcast, Epochal Growth.

• I Can't Quit You Baby: The Roundup going back to a weekly publish schedule.

• Breaking Containment: The Roundup just passed 200 subscribers.

• Introducing the Changelog.

Read

• Alice Hunsberger wrote about what to do about misinformation (and why it won't work anyway) for Everything in Moderation*.

• Ben McCormack wrote about how less is more when working in the support queue.

• James Sanchez put together a Notion job board full of remote Customer Success roles (over 400!).

Watch

• Growth Support talked with Lizzie Keiper about her experience building community and how to create an engaging environment.

• Speaking of, in her seventh episode since launch, Sarah Caminiti's Epochal Support talked to Srajan Bhagat about how asking tough questions can profoundly shape company culture and customer perception.

• CX Passport talked to Ashley Hayslett about why she's feral about support.

• Next in Queue talked to Luke Jamieson about voice cloning and its impact on CX.

• Angie Vargas launched Salary Sweetie, a newsletter with quality and transparent job listings that feature salary ranges, no bullshit. (My kind of newsletter!)

Listen

• Trust in Tech held a careers and job-search Q&A with Cathryn Weems on networking as an introvert, how to market yourself on a resume and in an interview, how to job search, and more.

• Help Scout maven and CX fan favorite Mat Patterson launched a new podcast, The Supportive Podcast. The Supportive is a monthly show from Help Scout featuring customer experience insights, practical tips, expert advice, and a bit of fun.

• ElevateCX'sSarah Hatter also launched a new podcast, Relatable Content, a semi-frequent, casual series of CX stories, led by a rotating gaggle of ElevateCX Community leaders. (Full disclosure: I'm one of them.)

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.

• Customer Success Manager ($120k-$150k) at Lumos (Remote US, Canada, Mexico, South America)

• Support Engineer ($186k-$220k) at Coactive (Hybrid US-San Francisco, San Jose, CA)

Eh, It’s Probably Fine

A few flags popped up, but no serious ones.

• Wildly, none this issue.

Tread Carefully

Didn’t quite hit bingo, but there were several yellow flags or more than one red flag.

• Director, Client Success ($140k-$175k) at Atropos Health (Remote US)

• Sr. Manager of Customer Support - SaaS Spend Management (No comp given) at FinQuery (Remote US)

• Senior Technical Support Specialist (No comp given) at Wayspring (Onsite US-Nashville, TN)

• Lead Support Engineer ("Competitive" comp not given) at Mavenir (Onsite US-Richardson, TX)

• Senior Support Specialist LATAM (No comp given) at SOCRadar (Remote Colombia)

• Principal Support Specialist MEA (No comp given) at SOCRadar (Remote Africa-Egypt)

• Senior Support Specialist APAC (No comp given) at SOCRadar (Remote Africa-Philippines)

• Member Engagement Specialist, CES (No comp given) at Wayspring (Remote US-Indianapolis, IN)

• Head of Customer Experience ($130k-$150k) at Passport Shipping (Remote US, Canada)

• Customer Support Manager (Hybrid) ($95k-$105k) at Homebase (Hybrid US-Denver, CO)

BINGO

Welp.

• Customer Support Analyst (LATAM) (No comp given) at Capchase (Remote Mexico)

• Customer Success Manager ($80k-$100k) at Bolster (Hybrid US-Santa Clara, CA)

Seriously, Maybe Don’t

Don't say I didn't warn you.

• Vice President of Customer Success ($270k-$330k) at Finout (Onsite US-New York City, NY)

• Community Lead ($90k-$130k) at Suno (Remote US-New York City, NY, Boston, MA)

• Senior Technical Support Engineer ($130k-$150k) at Finout (Hybrid US-New York City, NY)

• Customer Support Specialist ($21-$25/hr) at Reveleer (Onsite US-Glendale, CA or New Albany, OH)

• Director, Customer Support ($130k-$145k) at Reveleer (Remote US)

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 [email protected], but be sure to check out the Roundup FAQs first.