How All Hands Support Works at Automattic

A photo of 400+ Automatticians at our last Grand Meetup. Most of these individuals work in all hands support at least once a year.

We now have close to 300 non-support employees at Automattic. Yet, each year most one of them (even Matt, our CEO) helps out in support. It’s a practice commonly known as “All Hands Support” (also referred to as Support Weeks at Automattic).

I’ve been helping to wrangle Support Weeks at Automattic for a bit over two years now. As our company continues to grow, it can certainly get a bit complicated at times, but we think it provides great value to the company. Here’s a bit more about why we believe Support Weeks are important and how we go about implementing them across a 400+ person company.

Full disclosure, this is the process in place at the moment, but it’s bound to change and evolve as time goes on. Also, if you find yourself reading this and wanting to know more, join the Support Driven Slack group and ping me (@duvall).

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Looking Back on Year One as a Team Lead

It’s been a little over a year since I took on a team lead role at Automattic. The past year has been both fun and challenging. I’m fortunate to work in a culture where mistakes are viewed as opportunities and learning can happen rapidly. Last week, I was thinking back to everything I’ve learned over the past year, and I thought it might be helpful to share some of those ideas here.

One caveat I’ll mention before we take off: I share these ideas not because I’ve mastered the concept of leadership (or the concepts mentioned here to be clear). Read this not as “Jeremey shares the key secrets of leadership.” I’m still figuring it out, but I like to do so in public so everyone can level up together if they so choose. Another benefit: I can revisit this post in six months as a reminder to myself.

I subjectively chose five things below to focus on. Realistically, I probably made 1,000 mistakes that aren’t coming to mind right now. These are just the big ones that came to mind as I reflected on the past year.

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