What do most people get wrong about support?

That support interactions are a one-way street for summoning answers or solutions. Good support is almost always a collaborative exercise that requires mutual cooperation to share information, clarify context, and hone in on clues. Sometimes, a supporter can know an answer or a perfect solution off the top of their head (and we get to feel like wizards when this happens!), but most often, we need users to partner with us to solve their case.

What advice would you give to someone starting in customer support?

Maintain a curious beginner’s mindset throughout. It will give you the confidence to ask probing questions that expand your learning and understanding, while also helping you naturally empathize when assisting customers with their learning and understanding.

What's the most fun part of your role in customer support?

Novelty! In support, anything can and will land on your desk. Not everyone can handle being confronted with the new and unknown every day, but for me, it’s my joie de vivre.

What has surprised you most about building a support team?

I’ve built two support teams in very different SaaS verticals, and both times, I was surprised by the thirst for knowledge, dedication, and camaraderie from all of my teammates, regardless of experience level. When a support team is run right, there is no tighter-knit and higher-functioning team in an organization.