Behind the Scenes of Support Driven, Creating Connections & Cultivating Inclusion with Lizzie Keiper

Lizzie Keiper, the Director of Events at Support Driven, unravels her remarkable transition from being a community member to an invaluable asset of this leading online community platform. Lizzie shares the core essence of Support Driven, a community committed to empowering professionals in customer support and success. She discusses the community's mission, the impact of community-centric events, and the nagging issue of burnout in customer support. Listen and discover how this community has profoundly influenced her life, underlining the potency of mutual learning.

As we progress, we shed light on the critical aspect of maintaining work-life equilibrium, particularly for community managers. Lizzie shares her strategies for meaningful engagement with the community, managing the torrent of notifications, and the imperative role of empathy and soft skills. She also accentuates the importance of diversity in the support industry, thereby fostering a more inclusive environment. Brace yourselves as Lizzie shares her insights and experiences, underlining the need for a balanced approach in this industry.

Towards the end, we take you through the intricate planning process of Support Driven's Leadership Summit and Expo events, with Lizzie at the helm. From budget constraints to accessibility, she walks us through the factors that determine city selection for these iconic events. She also emphasizes the resources and support extended to first-time speakers within the customer support and success communities. So, gear up for a conversation that promises to deepen your understanding of the Support Driven community and the intricate world of customer support.

Time Stamps

(0:11:10) - Community Engagement Strategies and Work-Life Balance

(0:22:20) - Valuing Diversity and Encouraging First-Time Speakers

(0:23:07) - Recognizing and Valuing Support Industry Skills

(0:29:52) - Fostering Communication and Diverse Voices

(0:36:13) - Choosing Cities for Support Driven Events

(0:43:03) - Leadership Summit and Future Developments