Spotlight: Emma Charles @ Everbridge

How did you get into support?  

Prior to my first Technical Support Engineer role, I was working in Sales as a BDR. Sitting directly opposite the support team, I was constantly inspired by their dedication to helping customers, especially when handling life-threatening scenarios. I requested a transfer and have never looked back.

What advice would you give to someone starting in support?  

If your company frequently acquires other products or services, take the initiative to learn them all, even if it's not directly required. By understanding these acquired products, you can build stronger relationships with other teams and be better prepared to support customers when the products or the customers themselves are migrated over.

Why are you passionate about careers in support?  

I found my career in customer support, and I want to help others who share the same passion and dedication. Seeing people thrive in roles that align with their values and strengths is incredibly rewarding. My previous experience in recruitment has fueled my desire to help others find fulfilling opportunities in this field.

In today's competitive job market, especially for executive roles, I'm committed to changing the dynamics of the job search process. I want to create a more personalized and inviting experience, where candidates feel valued and understood. By working directly with recruiters, I can help bridge the gap between talent and opportunity, ensuring that qualified individuals have access to exciting and rewarding careers in customer support.

What excites you most about launching Support Driven Executive Recruitment?  

I'm most excited about the opportunity to become a catalyst for positive change within the support community. Launching Support Driven Executive Recruitment allows me to directly impact the careers of exceptional leaders, helping them find roles that align with their passions and goals. By fostering stronger connections between talented individuals and innovative companies, I hope to improve the process of searching for a role and finding the perfect placements.