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Balancing Inbox Coverage and Support Projects with Chase Clemons
Manage episode 482375498 series 3565799
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We’re exploring how to balance inbox work with long-term projects on a support team! Chase Clemons from 37signals returns to share how his team uses six-week cycles to manage support coverage, build new initiatives, and avoid burnout while still delivering exceptional customer service.
In this episode, you’ll learn how 37signals structures their support team to thrive in both reactive and proactive work. Discover how they balance daily inbox demands with meaningful project work, the benefits of hiring “managers of one,” and why project days are key to team longevity. Chase also shares how cycles promote clarity, protect focus time, and allow support pros to contribute far beyond the queue
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Chapters
1. Balancing Inbox Coverage and Support Projects (00:00:00)
2. Guest Intro: Chase Clemons (00:00:27)
3. 37signals and Chase's Support Team (00:04:52)
4. The Importance of Project Work (00:08:05)
5. Reactive, Proactive, and Educational Support (00:09:48)
6. Working in Six-Week Cycles (00:16:06)
7. Project Days and Inbox Balance (00:27:59)
8. Advice for Starting Project Work in Support (00:44:35)
9. Support in Real Life: The Shift No One Wants (00:50:38)
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