Customer Support Leaders
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.
Customer Support Leaders
Latest Episodes
307: How Customers Experience AI; with Shep Hyken
AI can make customer support faster, cheaper, and more consistent, but it can also quietly destroy trust when it becomes a wall between customers and real help. Charlotte Ward sits down with customer experience expert Shep Hyken to get brutally...
306: Outcomes Over Optics; with Carl Lenocker
Great support can look “perfect” on paper and still fail the customer in real life. That tension is what we dig into with Carl Lenocker, a senior customer success executive, executive coach, and longtime support leader, as we unpack a simple id...
305: Measuring Your Support Maturity; with Neal Travis
Support teams don’t usually fail because they “don’t care” or “aren’t working hard enough.” They fail because they scale on instinct, accumulate tribal knowledge, and measure whatever is easiest until the whole system starts to wobble. We sit d...
304: Reverse One-to-Ones; with Greg Skirving
Your one-on-ones shouldn’t feel like a weekly status treadmill where we do all the talking and our team does all the nodding. Charlotte Ward sits down with Greg Skirving to unpack a deceptively simple leadership shift: the reverse one-on-one, w...
303: Practically Perfect Support; with Jason Yun
Mary Poppins is “practically perfect” and that makes her a surprisingly useful guide for modern customer support leadership. We (Charlotte Ward and Jason Yun, Head of Provider Success at Prax Health) use the film’s songs and characters to trans...