Hilary Dudek - Why having a non-linear career is an unfair advantage of being a support leader!
Download MP3🤙🏻 About the Guest - Hilary Dudek has over a decade of experience in support. She was a senior director of support at SANA. She's in advisory roles right now at Partner Hero, Aimiable. She took leadership roles in companies like Glooko and Handshake. She is extremely passionate about remote culture, fantastic Customer Experience, and growing people in their Support careers and beyond.
🤙🏻 About the Host - Sharath Kuruganty is the Head of the Community at @ThreadoHQ. Currently, he is building Huddle, a tight-knit community of world-class support and community leaders.
🤙🏻 Timestamps
02:01 - Current role as a support leader
05:14 - Skills learned during the journey of becoming a support leader
07:04 - Coaching strategies for support leaders who want to amp up their skillset
13:09 - Tools that bridge the gap between agents and managers
16:38 - Operation strategies for support leaders
26:13 - Advice for support leaders who are handling remote teams
31:05 - Some mistakes that people should avoid when they hire agents
33:22 - Checklist to have while hiring people
39:27 - Areas where agents stumble and excel when it comes to efficiency
42:21 - Closing thoughts
🤙🏻 Where to find Hilary Dudek - https://www.linkedin.com/in/hilarydudek
🤙🏻 Where to find Sharath - https://twitter.com/5harath?s=20
