--- title: "Diversity" description: "3 posts about Diversity, summarised, each linking to the original." --- # Diversity > 3 posts about Diversity, summarised, each linking to the original. ## Articles ### [CoSupport's Sarah Hatter on customer support - The Intercom Blog](https://yomu.fyi/post/cosupport-x27-s-sarah-hatter-on-customer-support-the-intercom-blog.md) - Company: [Intercom](https://yomu.fyi/company/intercom.md) - Published: Oct 12, 2026 - Type: Explainer Sarah Hatter, founder of CoSupport and author of the Customer Support Handbook, discussed the evolution of customer support with Intercom. She noted that customers now prefer self-service over contacting support, so simple FAQ pages and email forms are no longer sufficient. Hatter stressed that support must prove company empathy through personalized language, and tracking feature requests, bug reports, and customer tone positions support as the front line for product improvement. When scaling, instead of simply adding hires to handle rising queries, teams should refine processes to reduce the need for support. In hiring, process can be taught but light-heartedness, self-management, and getting to the root of empathy cannot, and Hatter’s Elevate Summit achieved 60% women and 30% non-white by featuring front-line workers instead of only founders and CEOs. ### [Inside Intercom X Black Tech Unplugged - The Intercom Blog](https://yomu.fyi/post/inside-intercom-x-black-tech-unplugged-the-intercom-blog.md) - Company: [Intercom](https://yomu.fyi/company/intercom.md) - Published: Oct 12, 2026 - Type: Announcement Intercom partnered with Black Tech Unplugged, a monthly podcast highlighting Black innovators in tech, to amplify underrepresented voices after George Floyd’s killing. The joint episode features an interview with startup lawyer Lynnise Pantin, discussing her piece “From Fyre Fest to Theranos, the Invisible Racial Subtext of Raising Capital” and biases in the tech ecosystem. Host Deena McKay, an IT Consultant in Chicago, founded the podcast to provide representation and career advice for Black professionals. The episode also recommends other Black Tech Unplugged episodes, including a raw conversation with friends (Episode 22) and job tips from a recruiter (Episode 30). This collaboration represents a small step by Intercom toward racial equity by connecting its audience with voices that need to be heard. ### [Skyliner's Marc Hedlund On Engineering Management](https://yomu.fyi/post/skyliner-x27-s-marc-hedlund-on-engineering-management.md) - Company: [Intercom](https://yomu.fyi/company/intercom.md) - Published: Oct 12, 2026 - Type: Explainer Marc Hedlund, a veteran engineering leader and former VP at Stripe and Etsy, discusses his experience shutting down his startup Skyliner and the lessons learned. He explains that Skyliner failed because its value proposition was not compelling to a wide enough market, and because Amazon released a competing product, Code Star, which he advises entrepreneurs not to build solely on AWS. Hedlund contrasts the rational decision to close Skyliner with the emotional difficulty of shutting down his earlier startup Wesabe, where customer impact was deeply felt. He emphasizes that startups should focus on making users happy quickly rather than pursuing long-term hoped-for outcomes, and that founders must be honest about market signals. Hedlund addresses tech diversity through his board work with Code2040, sharing that simple actions like smiling and saying hello to Black and Latinx visitors can significantly impact recruitment.