3: Andrew Spittle, Happiness Engineer @ Automattic

In Episode #3 of the Support Leaders Podcast, we interview Andrew Spittle, Happiness Engineer at Automattic.

We talk about his first experience using WordPress and building a company in college. Then we talk about how Automattic’s support team has grown extensively as a fully remote team. We go into Automattic’s amazing company rule – no internal email,  and how that affects the support team.

In this episode, you will learn:

  • How Automattic effectively supports a wide variety of different products.
  • Why every employee at Automattic starts with 3 weeks in support, and how Andrew’s team makes that possible.
  • Why Automattic built their own live chat product and how it enables them to manage live chat for a completely remote team at scale.
  • Why Automattic has no internal email and how they manage internal communication.

Andrew’s favorite books:

The Effortless Experience

The Effective Executive

Tribal Leadership

Leading Change

1: Antonio King, Director of Experience @ Shinesty

In Episode #1 of Support Leaders, we interview Antonio King, aka “Tones,” the Director of Experience at Shinesty.com. We talk about customer support as the one night stand vs. customer experience as the relationship, customer satisfaction vs. customer effort, growing a team for seasonal peaks, some funny customer stories, and much more!

Show notes:

Here’s one of the Fun.com videos we mentioned: https://www.youtube.com/watch?v=2PHthbqnTlc

To learn more about Shinesty, visit their Website: https://shinesty.com

The NiceReply blog post I mentioned: https://www.nicereply.com/blog/frictionless-customer-support-shinesty/

Effortless Experience Book: https://www.amazon.com/Effortless-Experience-Conquering-Battleground-Customer/dp/1591845815