This'll be as big as Bad Bunny's halftime show, right? Right?

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.)

News from Around Supportlandia

The worst game of musical chairs ever

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.

The more you know 💫

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.

And Now for Some Good News

• Gaining possibly the best title ever, Brendon Schwarz joined tl;dv as a
• Super Duper Real CS.
• Sambhavi Singumahanti joined F5 as a Customer Success Manager III and AI Augmentation Specialist.
• Laura Gonzalez joined Horatio as Senior Client Services Manager.
• Jaime Lockwood also joined Horatio as Client Strategy & Operations Director.
• Ben N. joined EverFriends as Director of Customer Care.
• Kelly Poston joined Cortland as Director of Leasing Hub, Contact Center.
• Noah Pine was promoted to Director of Retention at HexClad Cookware.
• Niharika Niha was promoted to Senior Director, Customer Support at Docusign.
• Christian Sokolowski earned the AI for Business Leaders certification from Udemy.

Read, Watch, and Listen

Read

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!

Watch

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

Listen

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

Upcoming Events

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