ABOUT THIS EPISODE
Mat chats with Elyse Mankin, experienced support leader and former headband girl to talk about her experiences moving from frontline support into a leadership role.
They discuss the challenges of making time to get out of the queue, Elyse's strategies for planning her time, delegation, and focus, her favourite leadership resources, and the power of yacht rock.
For the full show notes, links, and further reading, see https://www.helpscout.com/resources/supportive-podcast/S1E5/
English
United States
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OTHER EPISODES IN THIS PODCAST
Sarah Hatter — support veteran, community legend, and founder of ElevateCX — joins Mat to talk about the early days of SaaS support, and the human support of the future.
In this episode, Mat shares stories and lessons from six examples of customer service fails throughout history — from poor quality trade goods in ancient Mesopotamia to spectacularly bad motel service in present-day Australia.
A stranger delivers a USB-C stick from the future, and Mat discovers it contains a recording of a corporate onboarding for new support staff in November of 2028. What does it all mean?
Mat and a bunch of support experts share actionable tips, encouragement, and helpful advice for people new to support, those considering a support career, and even jaded veterans.
For show notes, further reading, and links to our contributors, see https://www.helpscout.com/resources/supportive-pod…
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