Kristi Thompson creates her own job

What if making your work visible wasn't about promoting yourself — but about telling the stories of your customers?

Help Scout's Kristi Thompson spent nine years on the customer support team. She wasn't angling for a promotion or trying to build a personal brand. She just noticed a gap — consultative conversations that email wasn't suited for — and started volunteering to take those calls.

She tracked what happened and shared it with her team and manager in Slack.

Eventually, Help Scout created a customer success role and gave it to her.

In this episode, Kristi and I talk through one edition of The Supportive Weekly newsletter "Why you should show your work" .

Kristi brings the real-world version: what she actually did, why she called it an experiment, who was reading her Slack updates (more people than she expected), and how a one-minute video highlight reel can land harder than any spreadsheet.

We also get into: whole company support, what remote work does to your visibility, the difference between self-promotion and reporting on what you've done, and why you should never expect anyone to connect the dots for you.

https://www.helpscout.com/blog/the-su...