The document outlines three career tracks in customer support: frontline support, people leadership (management), and domain leadership (specialist). It recommends growing into a people leadership role by finding support leaders to learn about their career paths and seeking opportunities at growing companies. For domain leadership, it suggests specializing in an area, developing skills through training and mentoring, and building an expertise profile. The document was presented by Emily Triplett Lentz of Help Scout at the SUPCONF NYC 2016 conference.

1. Emily
Triplett Lentz
Help Scout
Clearing the path:
career tracks in
customer support
SUPCONF NYC 2016

5. People Leadership
(Management)
Domain Leadership
(Specialist)
Frontline Support

6. Grow your
support career as
a people leader
• C-Suite customer-related positions = corresponding
opportunities downstream
• Find and talk to support leaders about their paths
• Getting in with a growing company is one way to
accelerate growth on a management track

8. People Leadership
(Management)
Domain Leadership
(Specialist)
Frontline Support

9. Grow your
support career as
a domain leader
• Think in terms of your resume
• Specialize! Develop and hone a skill in a particular area
• Consider training and mentoring
• Build a profile

10. helpscout.net/customer-support-career/
Building Your
Career in Customer
Support

11. @emilytlentz
emily@helpscout.com