for support leaders, by support leaders

Charlotte Ward is Senior Director of Support at Snowplow, the global leader in customer data infrastructure for AI, where she leads distributed support teams across the Americas, EMEA, and APAC. She brings three decades of experience spanning frontline technical support, education, leadership, and cross-functional programme delivery. She is also a hands-on builder of AI-native ways of working: the reporting, knowledge, and decision systems that let a large team coordinate and execute without layers of management, and the personal AI setup she uses to run her own work. Her focus is support organisations that scale with clarity, resilience, and trust.

As founder of Customer Support Leaders, Charlotte curates practical, honest conversations about what it really takes to lead modern support teams. She hosts one of the longest-running podcasts in the customer support space, featuring leaders from high-growth startups to global enterprises, and writes about leadership, systems thinking, AI-native management, and the often invisible work that keeps organisations running. She has little patience for hype and frameworks, and more for the day-to-day decisions, trade-offs, and behaviours that shape effective teams.

Charlotte is particularly interested in how support functions act as connective tissue across organisations: translating customer reality into product, engineering, and go-to-market decisions. She is known for her direct, pragmatic style, her bias toward action, and her commitment to transparency.

Customer Support Leaders exists to give support leaders language, confidence, and community - not to be louder, but to be clearer about the value they already bring.

Alec Moloney is a support & operations leader who builds scalable support systems across complex technical environments. He's led distributed teams through rapid growth at companies like Snowplow and Felix, establishing frameworks for incident response, team development, and cross-functional collaboration. With hands-on experience with AWS, GCP, and software, data, and infrastructure, Alec bridges technical depth with operational and strategic leadership. He's shaped support functions from the ground up, defining operating models, implementing performance systems, and coaching teams to deliver against ambitious SLAs.

Outside work, he's previously co-led operations for Snow Crows, a large gaming community platform, managing product, infrastructure, and a network of 60+ contributors. At Customer Support Leaders, he now develops the underlying technology platform, contributes articles and frameworks, and partners on future growth. Alec's focus is on building organizations that scale without sacrificing agility, trust, or experience.