3 Ways of Working with Support Leads to Success by Shopify Sr PM

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

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3 Ways of Working with Support Leads to
Success by Shopify Sr PM

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

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

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

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

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.

3 Ways to Successfully
Partner with Support
12

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

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

32
What did you think?
bit.ly/prodschoolfb

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

Main Takeaways: Listen & not solve: I personally was always very eager to jump in and solve a problem the moment I heard about it - and I learned the hard way, that it doesn't work. This takeaway is about removing the need to solve and just learning to listen, ask questions, and understand the customer. Data as a compliment, not a replacement: It is easy for PMs to resort to data to understand problems. Data is usually the first indication of a problem, but it would rarely tell us what exactly the problem is. Share and tell customer stories: I've personally seen how this transforms the entire product team - they care about the customer and their problems, and that gives rise to really great products & features.

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