I recently joined Fletcher Richman on his new Support Leaders podcast to talk about Automattic’s support team. The episode is live now. It’s a quick 38-minute listen where we talk about how I came to work in support, how we work at Automattic, and some of my favorite books.
How to Provide Great Customer Support. Solid podcast episode from Hiten Shah and Steli Efti about customer support. Filled with lots of practical tips and distinctions.
I joined Chase, Carolyn, and Jeff on the Support Ops podcast yesterday afternoon. We talked about goals for 2016 and how to make the most of the new year.
With the Happiness team at Automattic we set some OKR-like goals for the second half of 2015 and made a lot more progress than we did in prior times. If that interests you I’d highly recommend this Google Ventures video about OKRs.
Feeds and Speeds for Life. Episode 38 of Ben Thompson’s Exponent podcast. Ben and James talk about the value of opportunities, advice, and MBAs. There’s a particularly interesting segment where they talk about whether tech’s diversity problem is primarily a supply or demand side issue.
Exit & Return. The first half of a two-part podcast episode about Shulem Deen, who, as a 22-year old Hasidic Jew in 1996, discovered the web through America Online. Much of the available content conflicted with Hasidic standards and ultimately led to him being expelled from the community. The second part is also available. – via Peter
The Windows of Siracusa County. Episode 96 of Accidental Tech Podcast is worth listening to if for nothing else than the post-show chatter. John Siracusa describes what his computer monitor looks like; it involves 31 different browser windows alone. Crazy.
Motivation Has Pit Stains. Dan and Merlin talk about how motivation plays out at work. Interesting anecdotes throughout. Also a good distinction drawn by Merlin between motivation and inspiration; the words are not interchangeable.
The Internet Rainforest. Great podcast episode from Ben Thompson and James Allworth about the changing economy. I dig the discussion about the individual autonomy this all provides for.
I had a fun time talking with Scott Tran about the support team at Automattic. The podcast is about 40 minutes and we covered everything from hiring to team structure to the type of culture we value. It’s live now over on Scott’s site.
This was my first time recording a podcast and it was a lot of fun. Scott has other interviews that focus on support at companies like Basecamp, Olark, and Zapier. If you’re interested you should give them a listen.