Charlotte Ward

Customer Support Leaders

Business EN ↓ 382 episodes

Customer Support Leaders have been there, on the front line with customers. They understand how things work, and the value of support. They understand the needs and foibles of their customer base. Unlike most other disciplines, there’s no training for this role. No two CS Leadership roles are alike. No two CS Leaders are alike. So this is our opportunity to hear from those leaders and learn from them. Whether you’re a CS leader now, or you aspire to be, this is the podcast for you! Hear different leaders discuss a topic with me, Charlotte Ward.

Be sure to visit the podcast's website and support the creator: customersupportleaders.com

Author

Charlotte Ward

Episodes

170: Slack Support with Mo McKibbin 15.01.2021 19:26

Send us Fan Mail Week 53: Slack Support Mo McKibbin returns to compare the three occasions when she’s inherited Slack support and what she’s loved and hated about it each time. Support the show

169: Slack Support with Chris Jewitt 14.01.2021 17:36

Send us Fan Mail Week 53: Slack Support Chris Jewitt tells how Klaus used to support customers through Slack, but made the decision to move away from it. Support the show

168: Slack Support with Sean Tanos 13.01.2021 12:33

Send us Fan Mail Week 53: Slack Support Sean Tanos takes us from supporting humans to support robots through Slack! Support the show

167: Slack Support with Fletcher Richman 12.01.2021 15:24

Send us Fan Mail Week 53: Slack Support Fletcher Richman joins me to talk about 'decreasing the distance' to your customers with Slack, and how it gives support some personality. Fletcher was the CEO & Cofounder of Halp , acquired by Atlassian (NASDAQ:$TEAM) in May 2020. He is currently a Sr. Manager, Product for Halp at Atlassian. Fletcher received a Bachelor of Science in Electri...

166: Slack Support with Vlad Shlosberg 11.01.2021 15:37

Send us Fan Mail Week 53: Slack Support Vlad Shlosberg shares what support and success can look like on Slack. Support the show

2021 Kickoff 04.01.2021 2:55

Send us Fan Mail Looking forward to 2021! Support the show

165: Year in Review: Can’t Get No Satisfaction 01.01.2021 15:46

Send us Fan Mail Week 52: Year in Review Just Charlotte this week! It’s the first day of 2021, so to conclude our review of 2020 on the podcast, let’s talk about satisfaction in an otherwise unsatisfying year. Support the show

164: Year in Review: Successful Improvements 31.12.2020 11:37

Send us Fan Mail Week 52: Year in Review Just Charlotte this week! How do we ensure our processes are the best they can be, and that they stick? Support the show

163: Year in Review: Looking Back at Forecasting 30.12.2020 14:21

Send us Fan Mail Week 52: Year in Review Just Charlotte this week! This time we look at forecasting fur the future, however uncertain it may be. Support the show

162: Year in Review: Growing the Business through Support 29.12.2020 14:01

Send us Fan Mail Week 52: Year in Review Just Charlotte this week! Growing pains again, or opportunities. This time, we explore how to leverage Support in revenue generation. Support the show

161: Year in Review: Growing Teams and Leaders 28.12.2020 19:39

Send us Fan Mail Week 52: Year in Review Just Charlotte this week! Today, I look back on some of the pains of growing teams. Support the show

160: Year in Review: Bringing People Together 25.12.2020 4:36

Send us Fan Mail Week 51: Year in Review Just Charlotte this week! As we spend time with family and friends, I look back at when I brought podcast guests together. Support the show

159: Year in Review: Careers and Hiring 24.12.2020 13:16

Send us Fan Mail Week 51: Year in Review Just Charlotte this week! Looking at building a career in Support next year? This episode is for you! Support the show

158: Year in Review: Numbers and Beyond 23.12.2020 9:11

Send us Fan Mail Week 51: Year in Review Just Charlotte this week! As we approach a big number, I revisit the week where we looked beyond the numbers. Support the show

157: Year in Review: Reviews, Goals and Performance 22.12.2020 9:55

Send us Fan Mail Week 51: Year in Review Just Charlotte this week! A year in review deserves a look back at other reviews. Support the show

156: Year in Review: Metrics 21.12.2020 12:05

Send us Fan Mail Week 51: Year in Review Just Charlotte this week! So many leaders, so many lenses on support metrics! Support the show

155: Year in Review: Leadership Careers 18.12.2020 16:23

Send us Fan Mail Week 50: Year in Review Just Charlotte this week! In a year where I started a new role, it’s also been interesting to explore careers in Support, and other folks’ leadership experiences. Support the show

154: Year in Review: Frustrations and Awkward Conversations 17.12.2020 14:41

Send us Fan Mail Week 50: Year in Review Just Charlotte this week! I look back at my own awkward conversations, and wonder why the world isn’t changing faster. Support the show

153: Year in Review: The First Week 16.12.2020 9:23

Send us Fan Mail Week 50: Year in Review Just Charlotte this week! I look back over the first week’s topic: Empathy in Customer Support Support the show

152: Year in Review: Podcast Journey Part 2 15.12.2020 5:43

Send us Fan Mail Week 50: Year in Review Just Charlotte this week! How remote work and the podcast have intertwined. Support the show

151: Year in Review: Podcast Journey Part 1 14.12.2020 10:31

Send us Fan Mail Week 50: Year in Review Just Charlotte this week! Here I tell a little about where it all began…. Support the show

150: Fireside with Mo McKibbin 11.12.2020 36:17

Send us Fan Mail Specials: Fireside 10 Mo McKibbin talks about the challenges of screening for those magical unicorns: technical, customer success-support hybrids, remote, in Europe, ideally with specific industry experience. And we excitedly steal each others' favourite interview questions. Support the show

149: Fireside with Steve Bederman 04.12.2020 28:18

Send us Fan Mail Specials: Fireside 9 Steve Bederman joins me to talk about omni-channel support, and managing big tool and process changes for larger teams. Support the show

148: Fireside with Greg Skirving 27.11.2020 22:59

Send us Fan Mail Specials: Fireside 8 Greg Skirving describes how the scope of support can creep through the ease of access to a support team. Support the show

147: Fireside with Kaylin Bailey 20.11.2020 24:22

Send us Fan Mail Specials: Fireside 7 Kaylin Bailey returns to talk about productivity in support at all levels - personally, across the organisation, and on the front line. Support the show