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So, now you know most of what you can know about working remote and building a remote culture. You’re prepared to attract and interview remote candidates, know how to keep them satisfied by building an excellent culture, and have fully versed yourself on how to make meetings great for them. Despite all your best intentions, though, remote won’t work for everyone. It can get lonely and tiring to be by yourself all the time, and for some people’s personalities, it’s just not a good fit. Recognize that despite you doing as much as you can and being a total boss of remote and off-site working, there are some people who you will not be able to champion. That’s okay! Remote work is not for everyone. But, for the few that you lose, you’ll keep many and this guide will help.

  • Mercer Smith-Looper. A writer, public speaker and support veteran of over 15 years, passionate about providing support teams space and insight that they need to do what they do best: help the customer. She currently is the Director of Support at Appcues, but in the past has worked in leadership for Wistia, Campaign Monitor, Trello, and Atlassian. Beyond that, she has consulted and written for some of the most prolific customer support companies world over.
  • Sarah Chambers. Editor-in-Chief for Chatra and a prolific author focusing on customer loyalty, success and remote work. A former support executive herself, she currently runs Supported Content, a boutique marketing agency for customer service businesses. When she’s not furiously typing away, she’s climbing, knitting or snowboarding in the mountains of Western Canada.
  • Yaakov Karda. Co-founder of Chatra and a customer support enthusiast. He’s authored and co-authored dozens of blog posts and a number of books on the subject. His writing has been featured in top industry publications and his books are available on Amazon.
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