Sustainable Support: More Than a Myth

Customer support has a reputation for being a burnout factory—angry customers, endless queues, and agents who can’t wait to “move up” and out. But what if that wasn’t inevitable? In this talk, Ben Meredith dismantles the old myths about support work and shows how to build teams that not only survive but thrive.

Drawing from his experience leading support operations across multiple brands, Ben shares the simple (though not always easy) systems he’s implemented to nearly eliminate churn and keep morale high. He explains why most companies fail to see support as a competitive advantage, how to spot and fix the toxic assumptions that undermine teams, and what it takes to turn support into one of your strongest business differentiators.

What You’ll Learn

• Why traditional support models lead to burnout—and how to break that cycle.
• The three hidden myths that sabotage support teams and how to challenge them.
• A proven system for creating low-churn, high-retention support teams across brands.
• How to transform support from a cost center into a powerful customer loyalty driver.
• Practical strategies for building sustainable, motivated, and respected support roles.
• Why excellent technical support may be the last true differentiator for your product or service.