Customer Support Leaders

Send us Fan Mail Mike Redbord, a seasoned veteran from HubSpot with over a decade of experience, joins us to unravel the mysteries of managing customer support beyond mere numbers. Discover why Michael believes that looking past the spreadsheets can uncover stories of exceptional customer service, and how these anecdotes can act as guiding beacons for your team. He shares valuable insights on bala...

Send us Fan Mail Discover how to master the delicate art of balancing automation with human interaction in customer support, as Corey Brown and Elliot Fox share their expert insights. Facing the pressure to adopt AI while keeping a personal touch can be challenging for businesses. This episode uncovers the potential pitfalls of over-relying on AI, such as generic responses, and emphasizes the impo...

Send us Fan Mail Unlock the secrets behind the spreadsheets and discover the hidden complexities of customer support with me and my special guest Ash Rhodes. Ash brings his seasoned perspective on the pitfalls of reducing support staff to mere numbers, reminding us of the importance of understanding the real-time dedication required to resolve customer issues. Together, we explore the nuances of t...

Send us Fan Mail Ever wondered how a support desk manager transforms the reputation of their team from the "black sheep" to a pivotal player in brand development and customer interaction? Join me, Charlotte Ward, as I sit down with Steve Tondé from PayShepherd, a Canadian fintech company, who shares his transformative leadership journey and the evolving role of support teams in today&apo...

Send us Fan Mail What if handling awkward workplace conversations could be less daunting and more compassionate? Join us as we sit down with Hilary Dudek from Gluco, who shares her expert strategies for navigating these challenging discussions with grace and empathy. With five years of tech support experience under her belt, Hilary emphasizes the importance of putting yourself in the other person&...

Send us Fan Mail What makes a Customer Liaison Officer indispensable during incident management? Join us as we tap into the expertise of Kat Gaines , who shares her invaluable experience and detailed examples to illuminate the crucial responsibilities of this role. Discover how effectively bridging the communication gap between incident response teams and customer-facing staff can transform your i...

Send us Fan Mail Mastering Leadership Communication in Startup Support; with Andrew Rios How do you transform data into compelling business narratives? Join us in Episode 270 of the Customer Support Leaders Podcast, where Andrew Rios returns to share his invaluable insights on building a robust communications plan for new roles. Andrew explains the power of a "support report" and how sta...

Send us Fan Mail Ever wondered what it takes to build a high-performing contact center from scratch? Join us as we uncover the secrets with Joe DiNatale . Joe is a contact center executive with extensive experience across operations, strategy, customer experience, and vendor management. Over his career he has held most leadership positions within the contact center space including building call ce...

Send us Fan Mail Nurturing Empathy in Customer Support with Natalie Ruhl How can you genuinely connect with your customers and create a more harmonious workplace? Join me in this enlightening episode from the archives of the Customer Support Leaders podcast, first broadcast in January 2020, where I sit down with Natalie Ruhl, Director of Community Operations at SoundCloud. Natalie delves into the...

Send us Fan Mail Mastering Incident Management - Part 2 of 6; with Kat Gaines Embark on an insightful expedition into the nerve center of incident management with Kat Gaines and myself, as we unravel the essentials of tailoring an effective process for your organization. We're not just bystanders in the realm of crisis resolution; we're the architects designing the blueprint. This episod...

Send us Fan Mail Finding the Balance Between Product and Functional Expertise; with Colin Flanigan Unlock the secrets of superior product support with Charlotte Ward and special guest Colin Flanigan, Director of Customer Experience at Sage, in a conversation that promises to elevate your understanding of customer experience leadership. If you've ever pondered the perfect balance of product an...

Send us Fan Mail Prepare to be enlightened as we sit down with the incomparable Nick Zeisler , or Zee as we fondly call him, for a riveting discussion on the essential role of Voice of the Customer (VOC) programs. This episode promises to transform your approach to customer feedback, from mere data points to actionable insights that can prevent your company from breaking its brand promise. Zee pas...

Send us Fan Mail Nurturing Your Professional Network: Authentic Strategies for Support Folk; with Jason Yun Have you ever felt like a solitary island in the vast ocean of your professional life? This sensation is all too familiar for support professionals, like me, Charlotte Ward, and my esteemed guest Jason Yun. Jason has been in the support leadership space for a decade+. Focusing on hypergrowth...

Send us Fan Mail Mastering Incident Management - Part 1 of 6; with Kat Gaines Unlock the secrets to seamless service as we navigate the critical world of incident management with the expertise of Kat Gaines from PagerDuty. Prepare to be armed with a deeper understanding of the complexities that define an incident, and why this knowledge is a game-changer for teams committed to providing uninterrup...

Send us Fan Mail Connecting Actions to Customer Outcomes; with Sarah Caminiti Unlock the secrets of truly impactful leadership and customer support with our special guest, Sarah Caminiti, a seasoned expert in the field. Together, we dissect the profound implications of aligning our deeds with our pledges, both in steering teams and nurturing customer relationships. Discover how the subtleties of w...

Send us Fan Mail Empathy isn't just a buzzword—it's the cornerstone of exceptional customer support. Discover the transformative power of understanding and walking a mile in your customer's shoes with Matt Dale, a consummate expert in the field. We peel back the layers of customer interactions and examine how empathy can be more than a trait; it's a skill that, with the right t...

Send us Fan Mail Enhancing Everyone's Experience with Exceptional Supportability; with Alexis Grant Unlock the secrets to crafting a B2B SaaS experience that customers love and support teams can rally behind. That's what we're bringing to the table with Alexis Grant .  Alexis is a seasoned expert in B2B SaaS support, primarily as a support engineer for developer tools and tech produ...

Send us Fan Mail Building a Truly Customer Centric Culture; with Michael Hinshaw  Embark on a transformative journey with Michael Hinshaw of McorpCX , a beacon in customer and employee experience, as we unlock the secrets to fostering a customer-centric culture in support scenarios. Michael bestows his expertise on the intricacies of nurturing an environment where support staff thrives and custome...

Send us Fan Mail Revolutionizing Customer Support: All-Hands Support Delivery from across the Organisation; with Sarah Caminiti  Get ready to revolutionize your perspective on customer support as Sarah Caminiti joins me, Charlotte Ward, to unveil the power of all-hands support. Imagine a workplace where the CEO and the newest developer alike roll up their sleeves to tackle daily customer queries....

Send us Fan Mail Steer your team through the rollercoaster of change with wisdom from Neal Travis, Support & Admissions Manager at the Academy to Innovate HR ( AIHR ) and host of the Growth Support podcast. Neal is a seasoned leader in customer support, who joins me, Charlotte Ward, in unpacking the secrets of adaptive leadership. Discover how to not only navigate but also communicate the ofte...

Send us Fan Mail Have you ever wondered what sets exceptional customer support apart? Join me in a thought-provoking conversation with Sarah Caminiti , the Vice President of Customer Success at DNSimple . Together, they dissect the subtle yet pivotal practice of shedding assumptions to enhance customer interactions. Sarah, with her extensive background in support, illuminates the path to nurturing...

Send us Fan Mail Debunking Benchmarks and the Real Power of Customer Feedback; with Ty Givens  Join me and the insightful Ty Givens from CX Collective as we confront the common myths of benchmarking in customer support. Get ready to discover why pursuing industry standards might not be the golden ticket to enhancing your customer service game. With Ty's extensive experience, we delve into the...

Send us Fan Mail The Hidden Advantages of Less Local Remote Teams (or “Get Good at Calendars!”); with Alec Moloney Unlock the secrets of thriving within a globally distributed team as Alec Moloney and I, Charlotte Ward, reveal the unexpected benefits and strategies for success from our experiences at Snowplow. Imagine the energy and innovation that stems from a melting pot of cultural backgrounds...

Send us Fan Mail Mastering Outage Management; with Lauren Rose Eimers Imagine being at the helm of customer support when technology fails us—navigating the stormy seas of software outages is no small feat. That's why this episode has us sitting down with Lauren Rose Eimers, a sage in the art of crisis management, to share the secrets and strategies for thriving amidst system instabilities. We...

Send us Fan Mail Hilary Dudek: Finding Your Footing: Navigating the Emotional Journey of Career Transition Both Hilary and I have been laid off multiple times. Here, we compare notes on how to handle those first few hours and days, before you even begin looking for your next role. When the rug is pulled out from under you, where do you land? In this episode, Hilary unravels the emotional tapestry...