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
313: Build with AI and Bring the Team with You; with Italo Belandria
You can feel the ground shifting in customer support right now: AI is giving non-technical leaders the ability to build. I sit down with Italo Belandria, Head of Customers at Ringover, to unpack what that actually looks like day to day when you...
312: We're Going to Die, So What?!; with Valentina Thoerner
You’re going to die, and pretending otherwise is a terrible project plan. Val Turner joins us with a blunt premise and then makes it surprisingly hopeful: if you accept the timeline, you can design better defaults for your family, your future s...
311: Stop Escalating And Start Routing; with Alex Batchelor
“Escalate to engineering” sounds normal, but it quietly shapes how your whole company treats support. We challenge that default and replace it with a more accurate model: routing work to the right skill set, while keeping escalation for the mom...
310: Bringing Cohesion To Chaos; with Colin Flanigan
Chaos in customer support rarely starts as chaos. It starts as “organic” growth, a few heroic workarounds, a helpful engineer jumping into Zendesk, or a fast acquisition that bolts on a new product and a new team without a shared operating syst...
309: Servant Leadership In Support; with Nadia Ivanova
Servant leadership gets talked about a lot, but it’s often treated like a vague “be nice to people” slogan. We take a sharper angle: servant leadership in customer support is competence plus care. That means knowing what you’re doing and genuin...