Support Night School

Episode 4: Burnout

In this episode, we discuss a common challenge for those working in tech support: burnout. We explore how it happens, why it happens, and ways to fend it off.

Show Notes

• Introductions at 0 mins
• Last episode recap at 0:23 mins
• Today’s episode overview at 0:31 mins
• Let’s begin! What is Burnout? at 0:56 mins
• Causes of Burnout at 2:13 mins
• Self Care at 3:44 mins
• Spend time outside of the queue. at 5:45 mins
• Find what interests you; Support is variety at 7:47 mins
• What does success look like for you? You are valuable! at 8:42 mins
• The organization MATTERS at 9:47 mins
• Not so obvious challenges in Support. (Who supports the Support folks?) at 11:45 mins
• Escalation strategies when dealing with tough customers at 14:42 mins
• Firing a customer at 16:35 mins
• Positive feedback from customers at 17:41 mins
• Does Support have a voice at your company? at 18:21 mins
• HOW do you assess your needs and boundaries? at 19:44 mins
• Camille’s tips to prevent burnout at 20:30 mins
• Self care is what works for YOU at 22:40 mins
• Support professionals and community at 23:46 mins
• Nicole loves Support Driven ‘Aspire’ mentorship program at 25:10
• Support Driven job board at 26:05 mins
• Brianne’s experience with communities at 26:37 mins
• Support-specific conferences at 28:28 mins
• Wrap-up at 31:38 mins
• HOMEWORK at 32:02 mins
• Next episode sneak peak at 32:32 mins

• Camille’s SupConf talk on preventing burnout (Vimeo video)
• Camille’s burnout article from the HelpScout blog
• Fearless Salary Negotiation (the only tool you need to get the pay you want!)
• Justin Grenier’s talk on burnout and capacity planning (you can buy the talk here)
• Start, Stop, Continue – https://www.chrisarnold.org/start-stop-continue/
• Lance Conzett on how and when to break up with an abusive customer.