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
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...
302: Using AI to identify coaching opportunities; with Rob Dwyer
Most coaching goes wrong before the coaching conversation even starts. If we only review a tiny sample of calls, chats, or tickets, we end up “coaching the seventh hole” and missing the real issue that shows up earlier in the customer journey, ...
301: Using AI To Make Us Better Managers; with Reagan Helms
Your calendar says “1:1s,” but your brain hears “context switching.” Charlotte Ward sits down with Reagan Helms, VP of Customer Experience at Planning Center, to unpack a practical way AI can make us better managers: a management assistant that...
300: Reflecting on the Year So Far; with Alec Moloney
A lot has changed since the start of the year and not just job titles and cities. Charlotte Ward sits down with returning guest Alec Maloney to take stock of what is actually happening inside modern customer support teams as AI, automation, and...
299: AI Won't Fix Your Knowledge Quality Problem - It'll Expose It; with Leslie O’Flahaven
AI can generate a clean looking knowledge article in seconds, but that speed comes with a trap: it makes bad knowledge easier to publish and easier to surface. Leslie O’Flahavan joins me to unpack a simple claim with big consequences for custom...