Main Takeaways: -By building user empathy -As a feature prioritization input -As a user acquisition strategy

1. www.productschool.com
3 Ways of Working with Support Leads to
Success by Shopify Sr PM

2. CERTIFICATES
Your Product Management Certificate Path
Product Leadership
Certificate™
Full Stack Product
Management Certificate™
Product Management
Certificate™

3. Corporate
Training
Level up your team’s Product
Management skills

4. Free Product Management Resources
BOOKS
EVENTS
JOB PORTAL
COMMUNITIES
bit.ly/product_resources
COURSES

5. 3 Ways to
Successfully
Partner with
Support
Gemma Curl
Sr. PM @ Shopify

8. Agenda 1. The Importance of Support
Partnerships
2. 3 Winning Partnership
Strategies
1) Continuous
Shadowing
2) Embedding Support
in Product Teams
3) Beta User
Acquisition
4

9. When is the last time you worked on
product support?
5

10. 6
Support is a core part of your
product’s experience

11. 🎩

12. Systems Thinking
Systems thinking is the ability or skill to perform problem solving in complex
systems. In application it has been defined as both a skill and an awareness. A
system is an entity with interrelated and interdependent parts; it is defined by
its boundaries and is more than the sum of its parts (subsystem). Changing
one part of the system affects other parts and the whole system, with
predictable patterns of behavior. Furthermore, the individuals working as part
of a system are components as well, therefore contributing to its outcome.

16. 3 Ways to Successfully
Partner with Support
12

17. 1. Shadowing
Continuous

25. 2. Embedding
Support in
Product Teams

29. 3. Beta User
Acquisition

34. 3 Ways to
Successfully
Partner with
Support
2. Embedding
Support in
Product Teams
30
1. Continuous
Shadowing
3. Beta User
Acquisition

35. Thank you very much
for your time
31
If you would like to chat product, please don’t
hesitate to contact me at:
▪ gemmacurl1@gmail.com

36. 32
What did you think?
bit.ly/prodschoolfb

37. blackepics.com

39. www.productschool.com
Part-time Product Management Training Courses
and
Corporate Training