🤙 About the guest - Brittany is a seasoned customer support leader with over a decade of experience. She's held support leadership roles at companies like Brio Systems, Nerd Fitness, and Fracture. She's also been the director of event operations at Support Driven.

🤙 Timestamps -

01:41 - Brittany's serendipitous journey
03:47 - Her early experiences in marketing and journalism
05:17 - The inverted pyramid framework to leading more efficient teams
07:19 - Evolution of a support team from a leader's perspective
11:30 - The nuances of e-commerce support
14:37 - Avoiding burnout as a support leader
17:34 - Challenges of a support leader
22:33 - Selecting the right tools for your team
27:28 - The evolution of AI in support
37:19 - How support leaders should ramp up their skills with the changing times
43:24 - Advice for people starting in the support space
46:50 - The rapid-fire segment

🤙 Where to find Brittany - https://www.linkedin.com/in/fergusonbrittany/

Taking over when tragedy strikes, w/Guild's Bijal Shah