After almost seven years, today is my last day working at Automattic. On Monday, I’ll start a new job as a New Product Integration Lead at Spotify. It has been a crazy ride and one I never would have expected, so it seems right, in true WordPress fashion, to share a few thoughts in a blog post before I start this next new chapter.
How many of you have heard people or companies refer to Customer Support as a cost center? How many of you have felt like your requests for more resources for your support teams weren’t valued or taken seriously? How many of you have heard that Customer Support isn’t a career?
I’m going to take a chance and say – all of you.
Now, how many of you actually believe any of that? How many of you believe there is more to support teams than solving customer problems? How many of you see opportunities in your company you could have an impact on passing you by because you don’t have the time or resources to dedicate to it?
Yes Kristen, those of us active in the support community or who have been doing this work a few years know and believe all of this. So what? There’s only so much in our control!
While I agree that’s completely fair to say, I also think there is more we can do and I’m going to tell you how.