The Many Moves of a Manager

Dear Reader, I certainly don’t need to tell you the myriad ways this pandemic has rocked the foundations of all the things. I don’t need to tell you how it has changed school and work and families. You’ve read all the articles about it. However, something I have not heard as much mention about overContinue reading “The Many Moves of a Manager”

Old Customer Care Lady Sayings

As a leader in customer care, over the years I have developed a few sayings that I believe have held me in good stead. Camille’s Top Three Customer Care Sayings #1: No Special Snowflakes This means that –as much as possible — we want to avoid having to support custom features, special builds, weird bespokeContinue reading “Old Customer Care Lady Sayings”

Reducing Information Asymmetry in Customer Care

As a customer care person, you are placed at an important vantage point between the company and the customer. You (should) have visibility into the product and people in your company beyond what your customers currently knows/can see. You are there to solve problems for the customer using both information that may already be publiclyContinue reading “Reducing Information Asymmetry in Customer Care”

May 2020 Lead Dev AMA

In case you missed it, here is everything I said in my Lead Dev AMA the other day I had a few questions that would be great to get your thoughts on. You mentioned that ‘Some hands support’ can work well at big and small organisations. Are there any specific use cases where you’ve seenContinue reading “May 2020 Lead Dev AMA”

A Few Things to Consider Before Becoming A Remote-Friendly Company

A few years ago when I was at Clubhouse I blogged about our process of becoming a geographically distributed team. In that case, the first stumblings towards global domination were not made to acquire talent but rather in an attempt to retain talent vital to our team (talent = people we really loved working withContinue reading “A Few Things to Consider Before Becoming A Remote-Friendly Company”

Fund What You Love

I’ll be honest: I don’t love my job and I don’t think I’ve ever truly loved any job I’ve ever had since I began my working life in earnest. Don’t get me wrong. I’ve had several lovely work environments in beautiful offices with truly fantastic co-workers — many of whom I still count as myContinue reading “Fund What You Love”

A Few Mistakes to Avoid if You Want to Get Hired

As a manager in the technology space, I have the great responsibility and privilege of hiring people into my company. As part of this work, I have to: help write job descriptions, spread the word, parse through resumes, meet referrals, conduct interviews, conduct/attend hiring meetings, write offer letters, write rejection letters, and onboard people. WhileContinue reading “A Few Mistakes to Avoid if You Want to Get Hired”