Happy lead, happy team

WooCommerce has grown a lot in the last few years and as a result, the same happened with our Happiness team (our support division). When the division grows, you need more teams and team leads. In this talk, I walked through how we approached lead onboarding to create a better experience for new leads.

Presented at CMS Africa 2021 (Virtual Event)

Transcript

1. Happy Lead, Happy Team Job Thomas @jobtex @woocommerce @automattic
2. Fast growth 😱
3. May 2020 Jun 2021 Sep 2021 Jun 2020
4. What we had • Lead selection: ◦ (Mostly) internal experts ◦ No salary bump ◦ Learning on the job • Lead cultivation • Bunch of random documents and ideas
5. Partners • HappEx • Tenured leads • New leads • HR • .Learn Image credit: Wil Stewart
6. Wait, wut? HR? Image credit: NeONBRAND
7. Guiding Principles • Automate repetition • Sync efforts • Clarify unclarity • Document all the things • Test and tweak Image credit: NEW DATA SERVICES
8. Happy Leads Growth Before Throughout First months Guilds / projects Cultivation Lead Handbook(s) Onboarding checklist Discussion topics Dens Expectations Rubric Culture of feedback
9. We’re hiring! automattic.com/work-with-us