Customer Support Leaders

Send us Fan Mail Week 4 Topic: Personal Stories of Transitioning to Leadership Chris Taylor didn’t take the route he expected into leadership, and tells us how the key was in understanding where his strengths really lie. Support the show

Send us Fan Mail Week 4 Topic: Personal Stories of Transitioning to Leadership Kristina King says we should be vocal about our desire to become leaders. Support the show

Send us Fan Mail Week 4 Topic: Personal Stories of Transitioning to Leadership Natalie Ruhl had a dream…. Support the show

Send us Fan Mail Week 4 Topic: Personal Stories of Transitioning to Leadership Ash Rhodes talks about his personal story, of bubbling up into leadership, and how little guidance he had. How not to do it! Support the show

Send us Fan Mail Week 3 Topic: Awkward Conversations Lauren Eimers rounds out the week with the science bit. Great advice on social and biological signals! Support the show

Send us Fan Mail Week 3 Topic: Awkward Conversations Matt Dale places great importance on prep and space when handling difficult conversations. Support the show

Send us Fan Mail Week 3 Topic: Awkward Conversations Meredith Molloy believes being an IC stands us in good stead for awkward conversations. Support the show

Send us Fan Mail Week 3 Topic: Awkward Conversations Ash Rhodes is much better at handling awkward conversations than he used to be. Thanks goodness! Support the show

Send us Fan Mail Week 3 Topic: Awkward Conversations Hilary Dudek needs to practice her poker face. (Also, although the title is “Awkward Conversations with Hilary Dudek”, this most definitely was not one.) Support the show

Send us Fan Mail Week 2 Topic: Future of Support Jenny Dempsey returns to talk about her vision for the future, and how pigs can be an experience. Support the show

Send us Fan Mail Week 2 Topic: Future of Support Kristina King talks about how innovation is driven in her team. Support the show

Send us Fan Mail Week 2 Topic: Future of Support Meredith Molloy and I come to an (un)surprising conclusion about the future! Support the show

Send us Fan Mail Week 2 Topic: Future of Support Some customers want a real human on demand. Others would rather do anything than talk to support and if they have to reach out, they assume something has already gone wrong. That tension sits at the heart of the future of customer support, and it’s exactly what we dig into with Vanessa Supermanian, who leads customer support and sales at Tor Radar N...

Send us Fan Mail Week 2 Topic: Future of Support Customers have been trained by the world of on demand everything. If we can see exactly where a car is, or start streaming instantly, why does getting help still require switching devices, filling out forms, and repeating details a company already knows? We dig into what the future of customer support looks like when speed and clarity are no longer...

Send us Fan Mail Week 1 Topic: Empathy in Support   We round out this week’s topic with Ash Rhodes. How much weight should we place on empathy when we’re hiring for support? And Ash pulls some very funny faces (entirely for my benefit). Support the show

Send us Fan Mail Week 1 Topic: Empathy in Support   What if empathy in support wasn’t a script, but a system choice baked into how customers reach you and how you talk to them? We sit down with senior customer experience leader Craig Stoss to unpack why the winners in SaaS and IoT will be the teams that meet people in context, remove effort at the first click, and trade shaky promises for clear, h...

Send us Fan Mail Week 1 Topic: Empathy in Support   I spoke to Natalie Ruhl about whether empathy is a teachable skill, and how empathy exercises can help. Support the show

Send us Fan Mail Week 1 Topic: Empathy in Support  Ever felt the heat of a rushed customer and wondered what’s really driving it? We dive into how empathy becomes a practical edge in customer support, not just a feel-good value. With Matt Dale , VP of Customer Support at Illuminate Education , we unpack what it takes to train a team that serves K–12 educators under tight deadlines and constant pre...

Send us Fan Mail Week 1 Topic: Empathy in Support  Empathy gets a lot of airtime in support, but too often it stops at the job description. We sit down with customer experience leader Jenny Dempsey to unpack what empathy really looks like on the front line—and why leadership modeling, team culture, and practical guardrails determine whether agents can truly use it. From the first hello to the clos...

Send us Fan Mail A little teaser for the new Customer Support Leaders podcast! Support the show