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Beyond the Annual Review: The Retention Ladder
When I interview candidates for my support teams, I always ask about their career goals. Support is often a launchpad into the tech world, and it can be tough to know that some team members will eventually move on. Still, I believe it’s best to help them grow and keep them within the company. …
Stop Winging It: Create a Structured Interview Process You Trust
Why Structure Beats Gut Feeling Hiring can take forever, and it can eat up a lot of your time—and your team’s time, too. Sure, you rely on your gut and experience, but having a structured interview process to back that up makes a huge difference. If you want to build a strong team without losing…
Soft Skills: The Part of Support You Can’t Document
Good documentation, SOPs, and knowledge bases are a must. They make life easier for you and your team. But if documentation fixed everything, we wouldn’t even be talking about this right now. But here’s the thing: the hardest part of support work isn’t something you can write down. It’s all about soft skills. Even with…
The One Letter That Matters: A Guide to the High-Impact Recommendation
These days, it feels like everyone knows someone who’s been laid off. If you’ve ever worked with a great team, as I have, you probably want to help your teammates land on their feet when they’re let go. One of the best ways to help is by writing a Letter of Recommendation (LOR). But let’s…
You Will Lose Good People. That’s The Point.
One of the things I love most about working in Support Ops is getting to be a coach and mentor for my team. Watching someone realize they’re capable of more than they thought? That never gets old. Watching someone figure something out for the first time.Take on something they weren’t sure they were ready for.Step…
The Role I Want (If I Could Just Write My Own Job Description)
I’ve been thinking a lot about what I want next in my career—not just the title, not just the salary band, but the actual work. The stuff that makes me light up. The stuff I can’t not do. The stuff people always end up coming to me for, whether it’s technically my job or not….
