OCTOBER 29-30, 2018 – BOSTON, MA

BECOME A BETTER LEADER

Support Driven Summit is a leadership conference that brings leaders in customer support, customer success, and operations together to help you become a better leader. There are no easy answers to leadership challenges, and having people you can go to is invaluable. Summit helps you find those people by intentionally designing multiple opportunities to meet and and build meaningful relationships with a small number of peers.

We set out to create an experience that was more than just talks. That includes:

  • Get to know other attendees before the event. We’ll ask for introductions from attendees and share them with you to improve your chances of making meaningful connections at Summit.
  • Interactive case studies. We’ll dive deeper into particular challenges and you’ll be exposed to different ways of thinking about problems through small group problem solving activities.
  • Breakout sessions. Bring your questions and challenges and get them in front of other leaders through our attendee led breakout sessions.
  • Lightning talks. Think signal vs. noise. These short talks will distill a problem down to its essence and deliver a potent, memorable takeaway.

Summit is a single track, guided experience where the people you meet and the relationships you build from it will be valuable long after the event ends.

SCHEDULE

Support Driven Leadership Summit planning is underway! We’ll update the schedule frequently as we finalize the details.

October 29-30, 2018

Sunday, October 28Welcome Party


Monday, October 29Summit: Day One


Tuesday, October 30 Summit: Day Two


Wednesday, October 31Half-Day at HubSpot*

*This is an optional bonus event organized by our hosts, HubSpot. It requires a free additional ticket.

CASE STUDIES, PRESENTATIONS, AND PANELS

Stacy Justino

Stacy Justino

Director of Customer Happiness
Wistia

Taking the Reins: Short-Term Strategies and Setting up Long-Term Success

Jason Casey

Jason Casey

Technical Support Manager
Evernote

Demonstrating Value: Building Bridges Between Support, Product, and Engineering

Chanita Simms

Chanita Simms

Customer Champion, Growth Specialist
Help Scout

How to Foster Inclusivity Like a Badass

Martin Kõiva

Martin Kõiva

Co-founder
Qualitista

What I Learned From Doing 300+ Job Interviews and Hiring 60+ Support People

Mary Miratrix

Mary Miratrix

Director, Customer Support
Lexia Learning

Metrics Through the Lens of Empathy

Todd Curtis

Todd Curtis

Chief Strategy Officer
You Need A Budget

Hiring Your Replacement

Maia Olson

Maia Olson

Marketing/CX
TextExpander

How We Changed TextExpander’s Business Model, Survived, and Now Thrive

Lindsay Konsko

Lindsay Konsko

Head of User Operations
NerdWallet

For Developing Your Team, QA Beats CSAT Every Day of the Week

Andrew Spittle

Andrew Spittle

Head of Customer Support
Automattic

Keynote

Daniel Blanco

Daniel Blanco

Sr. Director of Client Support
Schoology

Don’t Get Slammed by Seasonality: How to scale gracefully with outsourced agents

Jenn Southan

Jenn Southan

VP, Customer Experience
MemberHub

Onboarding Success: Meet Your Customer Where They Are

Abby Armada

Abby Armada

Customer Support Lead
Clubhouse

Everything I Learned about Good Management, I Learned from Working at Starbucks

Lee Matos

Lee Matos

GitLab

Culture Shock, or How You’ll Learn to Love Team Growth

Emily Haahr

Emily Haahr

VP, Global Support & Services
HubSpot

Keynote

RECENT UPDATES

JOIN THESE COMPANIES AT SUMMIT

AnswerIQ

ASICS Digital

Automattic

Beardbrand

Big Cartel

Celtra

Clubhouse

Evernote

Fastly

Frame.io

Front

GIPHY

GitLab

Guru

Harvest

Help Scout

Hotjar

HubSpot

Hudl

Illuminate Education

Invaluable

Jellyvision

Kettle and Fire

LevelUp

Lexia Learning

Linode

Lose It!

NerdWallet

Netlify

PartnerHero

Placester

Qualitista

Qwilr

ReCharge

Riskalyze

Schedulicity

Schoology

Smile.io

Soomo Learning

Supported Content

TextExpander

TourRadar

Tumblr

Vimeo

Wistia

You Need A Budget

Zapproved

Zendesk

IN PARTNERSHIP WITH

SPONSORS

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