Support Snapshot - June 6, 2025

Rolling up the podcasts of the week in 5 minutes or more.

Author

Jen Weaver
June 06, 2025

TL;DR

If you only have a few minutes, check these out:

❝

"Naturally we see each other especially at work ... as objects. They're vehicles to the success of something you're trying to do or they're ... not having an impact. The problem with that is .. you get locked into very binary solutions. When an agent is not performing their handle time and they're an object, you don't have a lot of options to fix that.

- Kevin Steele

🦸 This newsletter is brought to you by Supportman.io, which connects Intercom to Slack with AI to give agents feedback and surface problems in real time.

I'm so excited to share this one with you because Ashley Hayslett! And Stephanie Lundberg! Longtime readers will know that I'm obsessed with their newsletters: Ashley's Weekly Job Drop and Stephanie's Bad Job Bingo. I'm not even job hunting and they're my favorite content.

🎧 Check out the first episode of Ashley's new podcast #chatter!

⏩ If a whole episode is too much commitment, have a look at this short clip.

(No quotes here because it comes out today and I'm probably listening to it as you're reading this. Go us! 🙌🏼)

Jordan Hooker sat down with Yetto founders Brian Levine and Garen Torikian and really any time the Yetto dudes (the Yetts?) talk about support, I'm here for it.

This quote from minute 11:38 is a long one, but it's an important reframe in our age of AI - or just hop over to hear it for realz.

“Like a lot of tools, we make the easy stuff fast—you can automate a lot of your refund requests or password resets, whatever your support team’s 90% volume is. You should be able to automate that and make it easy, and plenty of tools do. But it’s that other 10–20% of your queue that eats up 90% of your time, and no one’s really making the hard stuff easier. Our real goal is to make the hard parts of your day easier to get through. Part of that comes down to visual design, UX, and UI—figuring out your next step and either guiding you there or doing it for you. But a lot of it also comes from the underlying philosophy: we know the work of support ... having done this work for so long, and with Garin having been deep in the trenches with support teams, seeing their struggles, building tools at GitHub to help get through it—our motivation is more personal. It’s about making your life easier.”

- Brian Levine

And there are so many more this week:

🦸 This newsletter is brought to you by Supportman.io, which connects Intercom to Slack with AI to give agents feedback and surface problems in real time.

Are there any podcasts I’m missing? Hit reply and let me know!

Until next time,

Jen Weaver