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Beyond Christmas: Managing the Holidays on Global Teams
Your Inside Look at Exceptional Customer Experiences
Jen Weaver
November 25, 2025
“All company decisions manifest themselves in support—it's critical that the support report and the leader go hand in hand. Because that's the truth of what's happening in the organization.”
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Holidays on global teams can feel like a puzzle. Kathy Fava joins me to share simple ways to protect coverage, reduce burnout, and honor the traditions your people care about. It is practical, heartfelt, and right on time.
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December stacks personal stress on top of year-end pressure. Some regions shut down for a week. Others observe different holidays entirely. Support still needs to answer the phone. Without a plan, leaders burn out, teams feel unseen, and customers notice.
So how do you turn holiday chaos into seamless coverage that actually works? Kathy breaks it down with her five-step playbook.
1️⃣ Start with conversations
Ask what each person observes and what support they need. Do not assume one calendar fits all. Use 1:1s to surface overwhelm and set expectations early.
2️⃣ Offer flexibility without breaking coverage
Use opt-in holiday coverage, allow swaps, and pay back time with comp days. Invite those who do not celebrate to take shifts if they want the hours or prefer quiet days.
“Flexibility is not a small thing. It can make a huge difference to them and they’ll remember that. Besides just being the right thing to do, it’ll help with loyalty, it’ll help with connection, it’ll help with all kinds of things.”
3️⃣ Watch for burnout, including your own
Do quick weekly check-ins. Rebalance workloads. Ask what can move to January and what can be simplified. Remove nonessential tasks so the team can focus.
4️⃣ Give back, even without a budget
Write personal notes that name each person’s real strengths. Offer an “opt-out card” for one annoying, low-value task. Use schedule flexibility as a gift.
5️⃣ Be mindful of holiday grief
Acknowledge that this season is not joyful for everyone. Skip mandatory fun and focus on genuine care. A simple “I see you. How can I help this week?” goes a long way.
“It’s important not to just be all sunshine and holly bushes over the holidays because a lot of people are experiencing grief.”
When you put these five moves into practice, holiday planning becomes more than a coverage spreadsheet. It turns into a calm, people-first playbook your team can trust and your leaders can act on. Conversations set expectations. Flexible schedules protect the queue. Clear signals for burnout keep everyone steady.
Kathy reminds us that the real value is in care, not glitter. By asking what each person observes, offering swaps and comp time, trimming low-value work, and giving back with small, personal touches, you create clarity for your team and credibility for yourself. Simple rituals like quick 1:1 check-ins, “opt-out” cards, and handwritten notes keep energy up without spending a dollar.
The result is stronger alignment, steady coverage, and a kinder rhythm for everyone connected to support.
Catch the full conversation on Live Chat with Jen Weaver!
🤝 Connect with Kathleen (Kathy) Fava on LinkedIn
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