This is part of a series we’re doing to help people in our community get to know the person behind the chat screen. We asked Davida, team lead of North American support at Campaign Monitor, to share. Say ‘Hi!’ to @divafern in the chat room 😀
Woke up late! Got my two boys (6yo in Kindergarten, 15yo in high school) to their respective schools late, too. Mom of the year fed the 6yo toast in the car.
Signed in and said hi to everyone in Hipchat. This is our lifeline for the remote team. I read up on the company wiki to see what happened over the last 24 hours and caught up on my email. Confession: I usually read my email in bed right as I wake up, but today that was impossible.
Start prioritizing the queue: clearing out things that can be deleted or resolved immediately, bumping up urgents and high priorities. It’s a busy one already!
Word of the Day is sheepherder. This is a game I play with my team for a bit of fun. To play, I choose a word and each team member tries to use it in a reply to a customer without sounding crazy. It can make for some pretty creative replies (and I think it often improves the reply). We discussed whether ‘shepherd’ is an acceptable substitute. I decided no.
Dove into a coding ticket for a customer. Because I tend to dive very deep into coding tickets and ignore everything else, I hand queue management over to my second in command.
Our help desk system is having issues, yet again. Grumble.
Arranged a one-on-one meeting in person with Kimberly. Usually I do these online (video) but we’re both in the Portland area. She’s been working in our San Francisco office on and off, and we like catching up in person whenever she gets back.
Burly coding ticket finally resolved. These are my favorite types of tickets, but they are massively time consuming. The queue is crazy busy but I haven’t eaten yet today.
Brunch at my desk. Two eggs, sunny side up. Sourdough toast. Fresh sliced avocado and tomato on the side. Homemade cappuccino (aeropress + wand frother for you coffee fans). SO GOOD.
Being pulled in too many directions. One of the down sides of trying to be both a team lead and spend as much time in the queue as possible.
Help desk system STILL still being squirrelly.
10 minute meditation session
Back in the queue – help has arrived from Sydney. Extra peeps will bring it in order quickly.
Remote One-on-One update with our lovely Carissa.
Time to answer some forum questions.
Remote meeting with our CEO and our new COO who are both in Sydney today. Got up the nerve to ask some hard questions and to their credit they were taken very well. I was not fired on the spot for challenging them. Yay!
Remote One-on-One update with Erica. We had some technical difficulties so had to resort to a phone call. This is our first one-on-one meeting even though she’s been with us for a while! We talked for a full hour — we had a lot to go over!
Took a mini break and now it’s time or my end of day stuff – catch up on email that’s come in, make sure I’ve noted any action items from the various meetings, update the wiki. I am sure to write down who used ‘sheepherder’ today. I’m keeping tallies so I can send a little something to the ‘winner’. Lots of people managed to work it into a response today! Some very creative responses. Word of the Day challenge is fun.
Wrote up the handover to the team in Sydney letting them know how the day went and alerting them to any issues. This is a vital ritual that all the team leads do to make sure things don’t fall through the cracks!
Shut the laptop. Time for family.