OCTOBER 29-30, 2018 – BOSTON, MA

SCHEDULE: OCTOBER 29

We’re adding details to the schedule as things are finalized. Information here is subject to change.

8:30 to 9:35am

Registration

Doors open at 8:30am for registration.

Breakfast

The Rounder with Sausage Breakfast Sandwich
Egg, cheddar, and sausage
Contains: gluten, dairy, egg | Does not contain: nut, soy, honey, shellfish, alcohol

The Rounder With Bacon Breakfast Sandwich
Egg, cheddar, and bacon
Contains: gluten, dairy, egg | Does not contain: nut, soy, honey, shellfish, alcohol

The Otom Breakfast Wrap
Bacon, cheddar, lettuce, tomato, spicy aioli, and egg in a whole wheat wrap
Contains: gluten, dairy, egg, soy, alcohol | Does not contain: nut, honey, shellfish

The Rounder Breakfast Sandwich – VEGETARIAN
Egg and cheddar
Contains: gluten, dairy, egg | Does not contain: nut, soy, honey, shellfish alcohol

The Common Breakfast Wrap – VEGETARIAN
Swiss, mushroom, onion, and egg in a whole wheat wrap
Contains: gluten, dairy, egg | Does not contain: nut, soy, honey, shellfish, alcohol

The Rounder With Bacon Breakfast Wrap – GLUTEN FREE
Egg, cheddar and bacon in a gluten free wrap
Contains: dairy, egg | Does not contain: gluten, nut, soy, honey, shellfish, alcohol

The Common With Bacon Breakfast Wrap – GLUTEN FREE
Swiss, mushroom, onion, egg, and bacon in a gluten free wrap
Contains: dairy, egg | Does not contain: gluten, nut, soy, honey, shellfish, alcohol

The Rounder Breakfast Wrap – VEGETARIAN, GLUTEN FREE
Egg and cheddar in a gluten free wrap
Contains: dairy, egg | Does not contain: gluten, nut, soy, honey, shellfish, alcohol

Plain Bagel – VEGETARIAN
Contains: gluten, dairy, egg | Does not contain: nut, soy, honey, shellfish, alcohol

Cinnamon Raisin Bagel – VEGETARIAN
Contains: gluten, dairy, egg | Does not contain: nut, soy, honey, shellfish, alcohol

Everything Bagel – VEGETARIAN
Contains: gluten, dairy, egg | Does not contain: nut, soy, honey, shellfish, alcohol

Croissant – VEGETARIAN
Contains: gluten, dairy, egg | Does not contain: nut, soy, honey, shellfish, alcohol

Blueberry Muffin – VEGETARIAN
Contains: gluten, dairy, egg | Does not contain: nut, soy, honey, shellfish, alcohol

Sticky Bun – VEGETARIAN
Contains: gluten,dairy, nut, egg, soy | Does not contain: honey, shellfish, alcohol

Scallion Cream Cheese – VEGETARIAN, GLUTEN FREE
Contains: dairy | Does not contain: gluten, nut, egg, soy, honey, shellfish, alcohol

Cream Cheese – VEGETARIAN, GLUTEN FREE
Contains: dairy | Does not contain: gluten, nut, egg, soy, honey, shellfish, alcohol

Peanut Butter – VEGAN, GLUTEN FREE
Contains: nut | Does not contain: gluten, dairy, egg, soy, honey, shellfish, alcohol

Butter – VEGETARIAN
Contains: dairy | Does not contain: gluten, nut, egg, soy, honey, shellfish, alcohol

Jam – VEGAN
Does not contain: gluten, dairy, nut, egg, soy, honey, shellfish, alcohol

Granola – VEGAN
Contains: gluten | Does not contain: dairy, nut, egg, soy, honey, shellfish, alcohol

Fresh Berries – VEGAN, GLUTEN FREE
Blueberries and Raspberries
Does not contain: gluten, dairy, nut, egg, soy, honey, shellfish, alcohol

Greek Yogurt – VEGETARIAN
Contains: dairy | Does not contain: gluten, nut, egg, soy, honey, shellfish, alcohol

Dairy-Free Yogurt – VEGAN, GLUTEN FREE
Does not contain: gluten, dairy, nut, egg, soy, honey, shellfish, alcohol

Honey – VEGETARIAN, GLUTEN FREE
Contains:  honey | Does not contain: gluten, dairy, nut, egg, soy, shellfish, alcohol

Fruit Salad – VEGAN, GLUTEN
Assortment of fresh melons, grapes, and mixed berries
Does not contain: gluten, dairy, nut, egg, soy, honey, shellfish, alcohol

There will also be coffee, tea, soda, water, and more throughout the event.

9:35 to 9:45am

Opening Remarks

9:45 to 10:15am

Keynote: Why Your Customers Are Their Own Best Support Team - Emily Haahr, HubSpot

Emily Haahr

Emily Haahr is the VP of Global Support & Services at HubSpot. She began her HubSpot career in 2010 as an Inbound Marketing Consultant, and to this day has gone on to develop a self-service and customer outcomes-based model that’s a core part of HubSpot’s service strategy. Emily’s work is driven by her belief that customer support is the backbone of any company. She is passionate about HubSpot’s customers and is constantly thinking about new ways to help them grow better.

10:15 to 11:50am

Hiring Your Replacement - Todd Curtis, YNAB

Case Study

TAKEAWAY

Identifying the talent and people to sustain your org is ongoing work.

DESCRIPTION

What would happen if you left your seat tomorrow? What would happen to the the organization, the team, or the process you have built? Do you know who would be ready to fill your seat? How would you know? How you identify this person, help them grow, help them imagine their future, is key to sustaining a successful organization. Support organizations grow quickly. Sometimes this is just a numbers game—how quickly can you hire individual contributors? But just as often, it means change in leadership positions as you restructure teams and as leaders in your organization take on new opportunities. Especially in times of rapid growth, slowing down to think about what might happen six months or two years from now feels like a luxury. At YNAB, we were able to make important organizational changes because the right people were ready to take the right seats. This was a combination of some forward thinking and some good fortune we fell into—but there are lessons to be learned from both.

SPEAKER BIO

Todd Curtis

Todd had the privilege of growing YNAB’s support organization—with the help and support of amazing people—from three people (himself included!) to thirty-three. Now, as YNAB’s Chief Strategy Officer, he sits at the intersection of design, product development, and customer success trying to do useful things. It’s the greatest job he’s ever had.

11:50 to 1:20pm

Lunch - Vietnamese

CHOOSE A BASE:

Vermicelli Noodles – VEGETARIAN
Contains: gluten, egg | Does not contain: dairy, nut, soy, honey, shellfish, alcohol

Brown Rice – VEGAN, GLUTEN FREE
Does not contain: gluten, dairy, nut, egg, soy, honey, shellfish, alcohol

CHOOSE A PROTEIN:

Ginger Lime Chicken Bowl – GLUTEN FREE
Does not contain: gluten, dairy, nut, egg, soy, honey, shellfish, alcohol

Shrimp Bowl – GLUTEN FREE
Contains: shellfish | Does not contain: gluten, dairy, nut, egg, soy, honey, alcohol

BBQ Pulled Pork Bowl
Contains: gluten, alcohol | Does not contain: dairy, nut, egg, soy, honey, shellfish

Slow Braised Beef Bowl – GLUTEN FREE
Does not contain: gluten, dairy, nut, egg, soy, honey, shellfish, alcohol

Marinated Tofu Bowl – VEGAN
Contains: gluten, soy | Does not contain: dairy, nut, egg, honey, shellfish, alcohol

CHOOSE A SAUCE:

Coconut Red Curry Sauce – VEGETARIAN, GLUTEN FREE
Contains: dairy | Does not contain: gluten, nut, egg, soy, honey, shellfish, alcohol

Ginger Miso Sauce – VEGAN
Contains: gluten, soy | Does not contain: dairy, nut, egg, honey, shellfish, alcohol

Fish Sauce – GLUTEN FREE
Contains: soy, alcohol  | Does not contain: gluten, dairy, nut, egg, honey, shellfish

Sriracha – VEGAN, GLUTEN FREE
Contains: alcohol | Does not contain: gluten, dairy, nut, egg, soy, honey, shellfish

ADD TOPPINGS:

Pickled Carrots And Daikon – VEGAN, GLUTEN FREE
Contains: alcohol | Does not contain: gluten, dairy, nut, egg, soy, honey, shellfish

Grapes – VEGAN, GLUTEN FREE
Does not contain: gluten, dairy, nut, egg, soy, honey, shellfish, alcohol

Cucumbers – VEGAN, GLUTEN FREE
Does not contain: gluten, dairy, nut, egg, soy, honey, shellfish, alcohol

Crispy Shallots – VEGAN
Contains: gluten | Does not contain: dairy, nut, egg, soy, honey, shellfish, alcohol

Jalapenos – VEGAN, GLUTEN FREE
Does not contain: gluten dairy nut egg soy honey shellfish alcohol

Peanuts – VEGAN, GLUTEN FREE
Contains: nut | Does not contain: gluten, dairy, egg, soy, honey, shellfish, alcohol

Cilantro – VEGAN
Does not contain: gluten, dairy, nut, egg, soy, honey, shellfish, alcohol

ON THE SIDE:

Mixed Greens – VEGAN, GLUTEN FREE
Does not contain: gluten, dairy, nut, egg, soy, honey, shellfish, alcohol

There will also be coffee, tea, soda, water, and more throughout the event.

Guru Lunchtime Panel -- How support teams can drive revenue without being slimy (12:30 to 1:15)

Panelists
Sarah Sheikh, Head of Customer Success at Front
Jason Collette, Senior Director – Field Technical Services at HMH
Ashley Fielding, Senior Customer Support Team Lead at Shopify

Hosted by Support Driven partner Guru.

1:20 to 2:55pm

Taking the Reins: Short-Term Strategies and Setting up Long-Term Success - Stacy Justino, Wistia

Case Study

TAKEAWAY

When taking over a new team, how to lay a framework for long-term success while also tackling immediate needs.

DESCRIPTION

Have you ever worried you weren’t prepared to take on a new team? Many support professionals in leadership positions are promoted from within, so it can feel as though our experiences might not translate elsewhere or be as valuable at another organization or within another team. That’s just “impostor syndrome” talking. With the right approach and leveraging what got you to this point in your career in the first place, you can elevate your new team as well as push yourself beyond where you thought possible.

SPEAKER BIO

Stacy Justino

Stacy Justino joined Wistia as the Director of Customer Happiness in February 2018. Prior to that, she was at Big Fish Games for 10 years where she started her career in support as a Customer Support Representative and worked her way up to managing the department. Most recently, she’s taken on a brand new role – Mom!

2:55 to 3:25pm

Snack Break

Fruit Salad – VEGAN, GLUTEN FREE
Assortment of fruits
Contains: pineapple | Does not contain: gluten, dairy, nut, egg, soy, honey, shellfish, alcohol

Chocolate Chip Cookie – VEGETARIAN
Contains: gluten, dairy, egg | Does not contain: nut, soy, honey, shellfish, alcohol

Oatmeal Cookie – VEGETARIAN
Contains: gluten, dairy, egg | Does not contain: nut, soy, honey, shellfish, alcohol

White Chocolate Macadamia Cookie – VEGETARIAN
Contains: gluten, dairy, nut, egg | Does not contain: soy, honey, shellfish, alcohol

Coconut Cookie – VEGETARIAN, GLUTEN FREE
Contains: dairy, nut, egg | Does not contain: gluten, soy, honey, shellfish, alcohol

Macadamia Nut Cookie – VEGETARIAN, GLUTEN FREE
Contains: dairy, egg | Does not contain: gluten, nut, soy, honey, shellfish, alcohol

Candy – VEGAN
Assortment of candies
TBD

3:25 to 3:55pm

Everything I Learned about Good Management, I Learned from Working at Starbucks - Abby Armada, Clubhouse

Lightning Talk

TAKEAWAY

A foundation of tips and lessons on being a good manager.

DESCRIPTION

When you think of Starbucks, do you think Caramel Macchiattos and okay coffee? I’d also add “great management” to that list. Starbucks delivers stellar, consistent customer service, because it invests in its employees and managers. Everything I learned about being a supportive, fair and collaborative manager, I learned as a shift supervisor at Starbucks. I’ll be sharing a few fundamental lessons I learned leading a corporate coffee shop that can apply to any team, large or small, including yours.

SPEAKER BIO

Abby Armada

Abby is the Customer Support Lead at Clubhouse and has over ten years combined customer experience in both retail and tech. She is also the co-host of the Support Driven: Recap podcast. Otherwise, Abby sometimes runs several miles, still hasn’t found the perfect taco in New York City, and lives her life a quarter mile at a time.

What I Learned From Doing 300+ Job Interviews and Hiring 60+ Support People - Martin Kõiva, Qualitista

Lightning Talk

TAKEAWAY

Insight on why hiring is the single most important thing any manager does and practical tips on how to do it better.

DESCRIPTION

Your company is growing at 150% per year, customer requests are pouring in and you were 10 people short yesterday. What do you do? How do you get your head above the water, if the pressure is on to get someone, ANYONE working on the backlog? Would you move in with a person after the first date? But what do you tell the existing team that is suffering because of the overload? In a hyper-growth environment, it’s a constant temptation to hire people based on one short interview, whereas the opposite is needed. In an ever-changing environment, great people should be the only constant. If you get hiring right, everything else takes care of itself. This presentation is about how to do the counter-intuitive by hiring for quality while resisting outside pressures for “getting bodies through the door” faster and how it all works out in the end. This story is based on four years of hiring in three locations to serve 70k companies around the world in several languages.

SPEAKER BIO

Martin Kõiva

After an eclectic career in PR, marketing, and general management, Martin Kõiva spent four years building an international support team of 60+ people at a hyper-growth SaaS start-up. From that experience, Qualitista.com was born, which is what he spends all his time and energy on these days. Additionally, he enjoy audiobooks, old cars, and adventures with his Schnauzer puppy named Haiku.

Culture Shock: or how you'll learn to love team growth - Lee Matos, GitLab

Lightning Talk

TAKEAWAY

As the people change, the culture will change, shaping it starts by paying attention.

DESCRIPTION

Fully remote team; Growing from nine to 25 and beyond, how we’ve managed to keep, redefine, and enhance our culture and takeaways you can use with your team to make it a reality for your organization too.

SPEAKER BIO

Lee Matos

Lee has worked in support for over a decade at companies ranging from Internet Infrastructure to Online Education. With a passion for helping people he’s focused on building support teams that get respect and drive ultimate value: solving the problem.

For developing your team, QA beats CSAT every day of the week - Lindsay Konsko, NerdWallet

Lightning Talk

TAKEAWAY

Building and maintaining a strong QA program on your team is more important for managers than obsessing over CSAT.

DESCRIPTION

In an effort to measure how their teams are doing, many support managers get hung up on tracking CSAT, NPS, CES, and SLA. These numbers matter, but not as much as your team’s QA scores. This talk will explain why building and maintaining a strong QA program is one of your most important tasks as a support manager.

SPEAKER BIO

Lindsay Konsko

Lindsay is the head of User Operations at NerdWallet and the founder of Lindsay Can Help, where she provides one-on-one coaching to new support managers. She loves spicy food and doesn’t know a damn thing about sports.

3:55 to 4:10pm

Break

4:10 to 5:25pm

Breakout Sessions

5:25 to 5:30pm

Closing Remarks for Day One

5:30 to 7:30pm

Help Scout Happy Hour

All Summit attendees are welcome to join us for the Help Scout Happy Hour directly after the conference concludes for the day. Enjoy the drinks, food, and community, along with a panel discussion. The panel begins at 6:00pm.

Panel Title:
What is Support-Driven Growth?

Panelists:
Jordan Munson, Support Engineer at Wistia
Mo McKibbin, Customer Champion at Help Scout
Taylor Davis, Customer Support Manager at Litmus Software
Shervin Talieh, Founder & CEO at PartnerHero

Hosted by Support Driven partner Help Scout.

IN PARTNERSHIP WITH

SPONSORS

ORGANIZED BY