Support Driven Community


Got questions about support or running a support team? Get answers from our community of 3500+ folks that care deeply about support.


Recap Podcast

The SD Recap podcast shares the best conversations from customer support professionals in the Support Driven community. Keep up to date with the industry on your terms and on your schedule.

Support Driven Leadership Summit

Support Driven Leadership Summit is a leadership conference that brings leaders in customer support, customer success, and operations together to help you become a better leader.

Support Salary Survey

Each year Support Driven and Help Scout partner to anonymously survey customer support professionals about salary. Take the survey and read the 2018 study results.

Upcoming Events

Tue 25
Fri 28

SD Book Club (online via video)

September 28 @ 10:00 am - 11:00 am PDT
Oct 12

SD Book Club (online via video)

October 12 @ 10:00 am - 11:00 am PDT

Support Driven Expo Europe 2019: Apply to Speak

Support Driven is building an event in Europe! We are looking for speakers and workshop leaders for this brand new conference, Support Driven Expo Europe, to take place April 1-2, 2019 in Belgrade, Serbia. For SD Expo Europe 2019, our focus is on...

Summit Updates: Volunteers, Attendee Introductions, and Speakers!

Only seven weeks until Support Driven Leadership Summit! Do you have your ticket yet? It’s happening October 29 and 30 at HubSpot HQ, and we’re hard at work finalizing all the details to make it a great event. Keep reading for details on volunteers still...

12: Support Engineering

Our final episode of the season delves into the world of support engineering. What the heck is it, exactly? How can you make your first steps into support engineering? How can you sharpen your troubleshooting skills? All this and more, including highlights from...

10: Customer Onboarding

Our hosts are joined by Ethan Walfish from Salsify to talk the ins-and-outs of customer onboarding: where to begin, some major pit-falls and lessons learned. You'll also hear some great highlights from the Support Driven Slack, as well as passionate discussions about...

Experimenting with Affiliate Programs

We're always open to new ways our community can interact, so when the idea of running an affiliate program came up, I brought it up to the community in our #about channel a few weeks ago. Those conversations showed that there was potential for affiliate programs to be...

To Leaderboard or Not, That is the Question

Summer is a slow time at a lot of companies, which is something support leaders should take advantage of. It’s a good opportunity to think about the high-level stuff we’re sometimes not able to fully focus on when things are busy. Stuff like: What’s the best way to...

Your Work Isn’t Your Identity

Perhaps you’re like me, and as a person who’s chosen a path in the service and support industry and finds great joy within it, this question of “what do you do?” is filled low-grade shame and a highly-specific need to justify your life choices.

Introducing the Knowledge Project

Support Driven is a community full of amazing people with amazing knowledge. However, for anyone new it’s a bit of a deep dive into an overwhelming sea of information. Even people who have been members for a few years can get lost in the onslaught. To help keep the...

Going as ‘Above and Beyond’ as Necessary

Often Support Representatives are asked to go 'above & beyond", but what does that really mean?  This was asked in the #leadership channel on the Support Driven Slack channel this past month and this article will summarize some of the key things to encourage to ensure...