So I’m declaring content bankruptcy again this week (so sorry!), but only because Support Human Resources got a fairly big update: it now has an Events directory!

I started putting together the Upcoming Events section for this issue and realized there was just too much going on to try to send it all out every week. So the Roundup will include events from the current month, and you can find many, many more in the Events directory, which I will update as I do the newsletter.

I’ll catch up with the content I missed next week. (For real this time. Probably.)

Last week, literally within minutes of each other, I saw two examples of terrible service involving customers who had the seats they lawfully purchased stolen from them by the sellers: one from a man just trying to see a basketball game with his kids and another from a poor woman who just wanted some extra legroom on a 15-hour flight.

I say stolen in the literal meaning of that word: neither customer received a refund, credit, or even a comparable seat in compensation for the seat changes, and neither seem to have received any help from Stubhub or United’s customer service teams, despite, in Basketball Dad’s case, multiple attempts.

These kinds of situations are exactly why consumer protections exist, and I think it’s worth revisiting why at length at some point, but for now you might find reading the comments of those posts illuminating: multiple people in Basketball Dad’s post identified the theft as the “Stubhub special,” and one in the other thread jokingly asked if the flier had considered United’s leg surgery options.

Susana de Sousa has been working hard and making things: first up, a job board, signed.careers, with jobs sourced directly from company pages. Second, a Support Engineer Index, an effort to benchmark pay and skills for support engineers (if that’s you, be sure to take the survey!).

Speaking of surveys, Customer Success Collective is also running its Customer Success and Landscape Survey, the data from which will be used in the 2026 Customer Success Salary Report and the 2026 State of Customer Success 2026 report, both to be released later this year.

Bad Bunny’s halftime show during the big sportsball game captured the hearts of nearly 130 million Americans and also, apparently, lots of tech companies.

Customer Success Collective shared some salary data this week from their 2025 State of Customer Success report, along with a painfully accurate company culture translation guide. Also a crossover with Watch, because the video they picked to translate “We’re a family” is darkly hilarious.

Harvard Business Review confirmed what many of us have been experiencing: AI tools don’t reduce work, they consistently intensify it, which inspired Fernando Duarte to write about the dual burden of AI adoption in Support.

Alice Hunsberger is looking for engineering and data science folks to collaborate on panels for TrustCon 2026.

The Female Lead asked where all the women have gone.

Substack is back in the news for being shitty on main (i.e., its ongoing love affair with Nazis).

Rob Pegoraro wrote about Jeff Bezo’s decimation of The Washington Post, which laid off at least 300 people last week.

Not a paid thing or an endorsement, but military spouse unemployment and underemployment are issues I care a lot about. I connected with a unique CX BPO this week, Instant Teams, that specializes in recruiting military spouses for remote roles. If you’re a military spouse (or you know one), check them out!

Experience Matters talked to Jordan Hooker about how AI and automation really work in high-stakes environments like hospitals. 😅

Happy to Help talked to Sarah Caminiti about supporting agents in forming healthy mindsets and creating an environment where teams can thrive.

Masterclass: Cracking the Code of Self-Service
February 18 at 11am PDT. Webinar hosted by ElevateCX, featuring Alison Groves, Ben Foden, and Sarah Hatter. Register here.

AI Customer Support Summit
February 18 at 9am ET. Online event hosted by Customer Success Collective. Register here.

Community IRL in Denver
February 19 at 5:30pm MT at Left Hand RiNo Drinks & Eats, Denver, CO. Hosted by CMX by Bevy. RSVP here.

Identifying and Leveraging Your Strengths in Post-Sales
February 19 at Awesomic, San Francisco, CA. Hosted by Women of Customer Success. Get tickets here.

Community Builder Workshop: How to Design High Impact Events with Low Lift
February 19 at 6:00pm ET in NYC, NY. Hosted by CMX by Bevy. RSVP here.

Trust & Safety Professionals Association Seattle Meetup
February 20 at 4:00pm PT at Aslan Brewing Fremont, Seattle, WA. Hosted by TSPA. Get tickets here.

Success, Support, & Ops Leaders Dinner NYC
February 23 at Grandma's Home, NYC, NY. Hosted by Women of Customer Success. Request invite here.

Austin Chapter - Leaders Dinner
February 24 at Juliet Italian Kitchen-Barton Springs, Austin, TX. Hosted by Women of Customer Success. Request invite here.

Customer Success Summit Austin
February 24-25 at Hilton Austin, Austin, TX. Hosted by Customer Success Collective. Get tickets here.

Contact Centre Strategies Summit
February 24-25 at the Old Mill Toronto Hotel, Toronto, ON. Hosted by Strategy Institute. Get tickets here.

Marketplace Risk Austin Conference 2026
February 25 at the Dell Jewish Community Center, Austin, TX. Hosted by Marketplace Risk. Get tickets here.

Building Customer Success from Scratch in an Early-Stage Startup
February 26 at 11am ET. Online event hosted by Customer Success Collective. Register here.

Scaling Customer Success Without Losing Impact
February 26 at Dovetail, Sydney, AUS. Hosted by Women of Customer Success. Register here.

How to Start a Career in Community Management
February 28 at 11:00am ET. Online event hosted by CMX by Bevy. RSVP here.

Find these events and many more in the Events directory at Support Human Resources!