Latest posts by Ruth O'Brien
There’s a key turning point for your hiring strategy in a rapidly scaling team or organization. The inflection point is when you go from only being comfortable hiring star candidates who pose…
Support 5 min read
Conventional wisdom suggests that engineers reporting to non-technical managers can wind up being a disastrous situation. When I joined Intercom,…
Support 6 min read
In a frontline sales job many years ago in my college days, I was in a live chat conversation with…
Support 8 min read
No matter how great the product, poor support guarantees a bad experience. As the face of your company, your support…
Support 6 min read
Imagine a Customer Support team with high turnover and low tenure across the board. Your customers will only speak to…