Customer Support Leaders

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

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

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

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

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

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

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

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

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

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

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

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

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

Send us Fan Mail Specials: Fireside 6 Tue Søttrup helps me kick off this new Fireside season with a conversation about Product-Led Customer Success, and how Dixa have used this approach to drive product engagement and business improvements for the customers at the same time. Support the show

Send us Fan Mail Just a quick update... and do you happen to know anything about SEO? Support the show

Send us Fan Mail Week 44 Topic: Diversity and Inclusion Vanessa Subramaniam talks about the kind of things she might look for when considering whether she’d be successful at a potential future employer’s organisation. Support the show

Send us Fan Mail Week 44 Topic: Diversity and Inclusion Stacy Justino has spent time carefully considering the hiring process, right from the job description. Support the show

Send us Fan Mail Week 44 Topic: Diversity and Inclusion Josh Magsam believes a remote workforce encourages diversity, but even largely remote companies need to work hard to foster diversity in each geography. Support the show

Send us Fan Mail Week 44 Topic: Diversity and Inclusion Antonio King joins me to talk about the importance of keeping the conversations going, no matter how uncomfortable it feels.. Support the show

Send us Fan Mail Week 44 Topic: Diversity and Inclusion Ian Jordan has successfully driven initiatives that lead to a 50-50 gender split in leadership positions in Support. Here, he tells how he began by looking at the hiring pipeline. Support the show

Send us Fan Mail Week 43 Topic: Scary Support Stories Todd Curtis tells the scary story that inspired this whole week of terrible tales. I heard this at a conference two years ago and it still gives me chills.  Support the show

Send us Fan Mail Week 43 Topic: Scary Support Stories Nancy Dandolos woke to a nightmare of a chat in ALL CAPS... only it turned out not to be a dream…! Support the show

Send us Fan Mail Week 43 Topic: Scary Support Stories Antonio King digs into the s’mores while telling of the time they oversold the shoes and the systems shut down one by one… Support the show

Send us Fan Mail Nate Brown tells how he had to join the dark side to get anything like a resolution to a problem with a demonic service provider. Support the show

Send us Fan Mail Matt Dale joins me to tell the story of a possessed laptop. And I have rather too much fun with sound effects.  Support the show