Customer Support Leaders

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...

Send us Fan Mail Ryan Klausner: The Difference Between What Customers Say And What Customers Do Ryan returns to talk about understanding customer feedback in the context of (and often the contrast to!) how customers actually behave! Support the show

Send us Fan Mail Andrew Rios: The Support Report Andrew Rios is a Global Customer Support Leader.  He combines an energetic leadership style with a strong technical foundation and a deep understanding of Customer Experience/ Support and Engineering Operations.        Andrew believes every Support leaders should develop their own “Support Report”. Have a listen to understand what this is, and how t...

Send us Fan Mail Matt Dale: Support Data Matt Dale joins me today to talk about Support Data: when to get started (clue: now!), and how to make it understandable - and therefore useful - for the rest of the business. Support the show

Send us Fan Mail Panel: Welcome back for 2024! Welcome back to the podcast! After a full year off, we're all raring to kick off 2024 with a bunch of ideas and reflections.     Here, we get a bit meta at the start of the year. This panel brings back four of my favourite guests to talk about the podcast itself. What did they love about the first 249 shows? What would they like to see this year?...

Send us Fan Mail Specials: Fireside 49 Mike Redbord tells me how to show the actual value to the business in providing support to those users of your product or service who are on free or unpaid plans. Support the show

Send us Fan Mail Specials: Fireside 48 Jason Yun, co-founder of Relay , returns to talk about the support that Support folk might need in the light of the recent spate of layoffs, at the worst time of year to be suddenly back on the job market. Support the show

Send us Fan Mail From The Archives: Week 7 Topic: Managing Performance Issues Hilary Dudek tells me how she likes to coach for positive behaviours, rather than rely on metrics to measure performance. Support the show

Send us Fan Mail From The Archives: Week 6 Topic: Metrics Craig Stoss talks about stories, and the Source of All Truth. Support the show

Send us Fan Mail From The Archives: Week 5 Topic: Moving from Doing to Leading the Work Matt Dale returns to talk about why you can’t expect to successfully do two jobs at once. Support the show

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

Send us Fan Mail From The Archives: 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 Specials: Fireside 47 Austin Emser , CEO of Stylo , joins me for the first time to discuss the art of prioritising those tickets! We compare whether FIFO is enough, or whether you need to bring other factors and practices in to what tickets get worked on first, and how fast. Support the show