About the Tracks
Seven focused tracks designed to help you build the experience that fits your team. Mix and match sessions across key areas of support, from leadership and operations to AI and career growth, so you can focus on what matters most.
Management
This track focuses on the realities of leading support teams at different stages of growth. Sessions explore people management, coaching, performance, and navigating change in evolving organizations. From new managers to experienced leaders, you’ll hear practical approaches to building healthy teams, making better decisions, and leading with clarity in complex environments.
Community
This track highlights the role of community in shaping better support experiences. Sessions explore community-led support, engagement strategies, advocacy, and feedback loops between users and teams. Learn how to build spaces that foster trust, encourage participation, and extend support beyond traditional channels.
Knowledge Management
This track explores how teams create, maintain, and evolve documentation that actually gets used. Sessions focus on knowledge base strategy, content design, internal documentation, and governance. You’ll gain practical insight into building systems that improve consistency, reduce friction, and empower both customers and support teams.
Support
Engineer
This track is designed for those working at the intersection of support and engineering. Sessions focus on technical troubleshooting, debugging, product collaboration, and the evolving role of support engineers. Whether you’re already in a technical role or looking to grow into one, you’ll gain insight into the skills and practices that define this path.
Support Operations
This track dives into the systems, processes, and tools that power effective support teams. Sessions cover workflow design, ticketing systems, automation, and operational strategy—helping teams scale efficiently without losing quality. Learn how to identify gaps, improve performance, and build operations that support both customers and internal teams.
Career Development
This track focuses on the many paths available within support and how to navigate them. Sessions explore skill development, career progression, mentorship, and transitions across roles. Hear real stories and practical advice to help you make thoughtful decisions about your growth in support.
AI
This track examines how AI is being applied across modern support teams. Sessions explore real-world use cases, implementation challenges, and the impact of AI on workflows, roles, and customer experience. Learn how teams are thoughtfully integrating AI to improve efficiency while maintaining quality and human connection.