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Live Chat with Jen Weaver
I deliver bite-sized episodes every two weeks that each dive into a single solution, showcasing the tech stacks and workflows top support pros use to tackle challenges and optimize their customer and team experience.
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Episodes
10 episodes
Trust Builds Teams: Alex Armstead’s Support Ops Strategies for Healthy Teams
What does it actually take to build a psychologically safe, people-centered support org?Alex Armstead will share with us 5 solid strategies you can start implementing now. With nearly a decade at
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43:25
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The $5 Million Safety Net: How to Build Premier Support That Pays For Itself
What do you do when your highest-revenue customers need (and expect) more than your basic support offering?If you're Miles Goldstein, you create a Premier Support program that delivers real relationships and real retention....
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Season 1
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Episode 9
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40:01
Courage to Teach: How Help Scout Turns Classes into Revenue
What do you do when 1:1 product demos become unsustainable? If you're Alison Groves, you scale—strategically, efficiently, and with a whole lot of heart.Alison, Customer Education Lead at Help Scout, joins Jen to break down how she turne...
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39:35
Tone Matters: The Document That Keeps Buzzsprout’s Support Team Unified
How do you keep a support team sounding human, helpful, and on-brand as it grows? When scaling, tone drift can turn great support into inconsistent and robotic interactions. Priscilla Brooke, Head of Podcaster Success at
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Season 1
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Episode 7
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45:55
Agile CX: Steph Uses Dev Sprints to Focus Team Energy
Steph Hardy, Customer Solutions Engineer at Guru, wanted to become even more efficient with her colleagues—so she borrowed a playbook from engineering and brought Agile sprints to CX.In this episode, Steph shares how she ad...
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Season 1
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Episode 6
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40:11
From Zero to Scalable: Brittany Ferguson Builds Support Teams
Starting as the first (or only) support hire at a growing company? Brittany Ferguson has been there—many times. Instead of feeling overwhelmed, she’s built a process that helps support teams thrive, even when it’s just one person.🎥
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34:23
Unlocking Efficiency: Rob Dwyer’s Approach to Automating Support Operations
Support teams juggle way too many manual tasks—from sending training invites to formatting reports and tracking progress. But what if you could automate it all with the tools you already have?In this episode, Rob Dwyer f...
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39:01
When Customers Get Personal: Conor's Escalation Processes for Expensify
I'm delighted to share episode 3 with Conor Pendergrast of CustomerSuccess.cx! In this episode, Conor shares how as the Senior Leader of Customer Success at Expensify, he handled the customer backlash after some contentious executive decisions....
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Season 1
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Episode 1
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32:22
Effortless Product Launches: Ashley’s Strategy for Support Team Readiness
Effortless product launches are possible! In this episode of Live Chat with Jen Weaver, we sit down with Ashley Gutierrez-Seiler from YNAB to uncover her proven strategy for preparing support teams for fast-paced feature releases. As a...
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26:54