About

The Support Helpdesk Podcast is hosted by Bill Bounds and Mercer Smith. Music by Flavio Mangione. You can listen on Apple Podcasts, Stitcher, Spotify, and Google Play.

Bill Bounds

Bill spent his early career building the customer support team at MailChimp from three to about 150 people. From there he left to pursue an MBA at Emory’s Goizueta Business School and his studies were cut short when he was called away to be the COO for Policy Genius. He helped guide them to a successful ‘B’ round of funding before leaving to start his coaching and consulting practice. Bill now works full time as a management and leadership coach for everyone from individual contributors to VP level managers, turning his clients into more focused and intentional leaders.

Mercer Smith

Mercer started out her support career working at Apple leading of a team of retail specialists. She later moved on to work and lead support teams at Campaign Monitor, Trello, Atlassian and finally Appcues, where she is currently employed. Her proudest moment in support was guiding her team through the acquisition of Trello by Atlassian, and the subsequent challenges that brought. When not working her day job, Mercer consults for smaller startups helping them build process and bring structure to growing teams. She also writes for many support publications, blogs and ebooks.