IIP137 Distributed Work Experts: Lessons from Help Scout
Release Date: 05/09/2025
IIP137 Distributed Work Experts: Lessons from Help Scout
Inclusion in Progress
On this episode of Inclusion in Progress, we resume our Distributed Work Expert Series. With this series, we’re highlighting some of the world’s leading experts who continue to map, innovate, and design how distributed work looks from inside forward-thinking companies — designing a version of work that works for teams — regardless of where they choose to work. Our goal is to start highlighting distributed work leaders in companies to help forward-thinking leaders like you to: Navigate remote and hybrid work challenges with real-world examples Draw inspiration to find a...
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IIP136 Distributed Work Models: How Often Should Remote Teams Actually Use Their Offices?
Inclusion in Progress
As we’ve learned over the last five years, workplace flexibility is not one-size-fits all. Some teams need structure, others need autonomy. Some teams are scattered across the globe, and others are scattered across a state or a country. Which is why on this episode of Inclusion in Progress, we’re diving into one of the 12 distributed work models we’ve identified while working with remote and hybrid teams. This episode breaks down the Flexi-Remote + Core Office Weeks Model — which balances strong in-office presence and remote work flexibility for recruitment, retention, and...
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IIP135 The Future of Work: How Can Companies Balance Remote & In-Office Environments?
Inclusion in Progress
As hybrid work becomes the new normal, companies face the challenge of balancing flexibility with collaboration. This has become the defining challenge for companies worldwide today. For some, hybrid work offers the best of both worlds, providing flexibility for employees while maintaining in-person collaboration. However, without a clear strategy, companies risk increased turnover, disengagement, and missed opportunities for innovation. On this episode of Inclusion in Progress, we’ll discuss: How to design hybrid work models that foster equity, innovation, and long-term success ...
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IIP134 Distributed Work Models: Is the Office the Key to Better Async Work?
Inclusion in Progress
Hybrid work is a spectrum — and there are more than two options than just fully remote and fully in-office. Which is why on this episode of Inclusion in Progress, we’re diving into one of the 12 distributed work models we’ve identified over the past decade of working with remote and hybrid teams. This episode breaks down the Asynchronous-First + Planned In-Office Time Model — which balances asynchronous or async work with intentional in-office time — balancing employees’ desire for flexibility with curated networking and team-building opportunities to improve employee...
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IIP133 Distributed Work Experts: Lessons from Toggl
Inclusion in Progress
On this episode of Inclusion in Progress, we kick off our Distributed Work Expert Series. With this series, we’re highlighting some of the world’s leading experts who continue to map, innovate, and design how distributed work looks from inside forward-thinking companies — designing a version of work that works for teams — regardless of where they choose to work. Our goal is to start highlighting distributed work leaders in companies to help forward-thinking leaders like you to: Navigate distributed work challenges with confidence, innovation, and inspiration from real-world...
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IIP132 How to Overcome Communication Barriers in Multicultural, Distributed Teams
Inclusion in Progress
In today’s global workplace, effective communication can make or break a team’s success. But for multicultural, distributed teams, navigating differences in language, cultural norms, and collaboration styles often feels overwhelming. In this episode of Inclusion in Progress, we uncover the root causes of communication challenges in distributed teams — and more importantly, how to solve them. You’ll learn: Why cultural nuances often lead to misunderstandings and misaligned expectations. The key to establishing clear norms for synchronous and asynchronous...
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IIP131 Why Are Global Companies Struggling with Distributed Work Models?
Inclusion in Progress
From leadership gaps to communication barriers to unclear expectations — companies are missing opportunities to find a distributed work model that works best for their teams. On this episode of the Inclusion in Progress podcast, we discuss what is standing in the way of making distributed work models effective, why the debate should move beyond remote vs. RTO (return-to-office), and what leaders like you can do to unlock the true potential of distributed work in 2025 and beyond. To discover more actionable insights on building effective distributed work models that address key challenges and...
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IIP130 2024 in Review: Lessons Learned and What's Next for Distributed Work
Inclusion in Progress
We’ve spent 2024 navigating some of the most pressing challenges facing our organizations today: Communication breakdowns between teams due to socioeconomic or geopolitical events The tug-of-war between return-to-office and remote work The politicization of diversity, equity, and inclusion (DEI) itself …all of which directly affects the teams that leaders claim they’re supporting. While organizations are feeling pressure to cut budgets or scale back their efforts — at Inclusion in Progress, we believe that this shift actually presents an opportunity. An opportunity...
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IIP129 Managing Employee Experience During Global Crises
Inclusion in Progress
A principle at the core of our Inclusive Distributed Work™ framework is compassionate collision — bringing different perspectives to the table and creating psychological safety for everyone to contribute their ideas and views to an organization. The goal of compassionate collision isn’t to “fix” or “solve” complex issues overnight, but to create an environment where people can express themselves without fear of retaliation. Our CEO, Kay Fabella, has been having difficult conversations with leaders recently, and a common theme is emerging: How can we maintain unity within our...
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IIP128 Why In-Office Mandates Hinder Innovation & Inclusion
Inclusion in Progress
IIP128 Why In-Office Mandates Hinder Innovation & Inclusion Show Notes The company on everyone’s mind in the ongoing return-to-office debates is none other than Amazon. The global company’s decision to roll back hybrid work models and reinstate in-office mandates in January 2025 has raised eyebrows — and not in a good way. While Amazon (and companies like them) may view this in-office mandate as a way to "restore" collaboration, will it instead stifle the very innovation it wants to improve? In this episode of the Inclusion in Progress podcast, we talk about: Why...
info_outlineOn this episode of Inclusion in Progress, we resume our Distributed Work Expert Series.
With this series, we’re highlighting some of the world’s leading experts who continue to map, innovate, and design how distributed work looks from inside forward-thinking companies — designing a version of work that works for teams — regardless of where they choose to work.
Our goal is to start highlighting distributed work leaders in companies to help forward-thinking leaders like you to:
- Navigate remote and hybrid work challenges with real-world examples
- Draw inspiration to find a distributed work model that is best suited for your teams
- Reimagine your workplaces with research-backed insights from experts at the forefront of the future of work conversation
For this episode, we’re joined by Leah Knobler, VP of People at Help Scout, who shares their company’s commitment to accessibility, transparency, and intentionality — as a fully remote-first organization since 2012.
Leah shares how Help Scout continues to double down on their distributed work model — in spite of the current RTO (return-to-office) trends — and how their remote-first approach has allowed them to continue to grow globally year on year.
🎧 Tune in now to learn more about how global leaders like you are continuing to adapt in our ever-changing work landscape.
#InclusiveDistributedWork #MulticulturalTeams #GlobalLeadership #HelpScout #InclusioninProgress
TIMESTAMPS:
[03:10] How intentionality plays a big role in distributed work.
[07:33] What people misunderstand about remote work and how in-person collaboration helps distributed teams thrive.
[11:04] How the hiring process jumpstarts innovation, especially with robust onboarding.
[13:14] Why it is important to emphasize and practice clarity when collaborating through digital tools.
[17:41] How company transparency and accountability keeps distributed teams engaged.
LINKS:
www.inclusioninprogress.com/podcast
www.linkedin.com/company/inclusion-in-progress
Download our Distributed Work Models E-Book to learn how to find the distributed work model that enables your teams to perform at their best.
Connect with Leah through LinkedIn to learn more about her journey at Help Scout.
Want to know more about the tools Leah mentioned in this episode? Check out the Slab, Slack and Linear websites.
Download our 2024 Whitepaper: "How Cybersecurity Companies Can Retain, Promote & Advance Women to Minimize the Gender Gap"
Want us to partner with you on building more inclusive distributed work? Get in touch to learn how we can tailor our services to your company’s DEI and remote work initiatives.
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