Customer Support Leaders

Austin Emser, CEO of Stylo, joins me for the first time to discuss the art of prioritising those tickets! We compare whether FIFO...

Ethan and I discuss the relative merits of our favourite approaches to tagging support conversations. Neither of us is a fan of fluidity...

Val discusses using a personality type such as Gretchen Rubin’s Four Tendencies to help you pull a team together, and work with each...

Matt and I have no complaints. Plenty of other people do, though: customers! How do we deal with those complaining customers, whether we...

Vaishali Dialani is Head of Customer Experience at NOW Money, a fintech company with a unique customer base and on a mission to...

Two guests for the price of one today as Whitney Brittingham and Aakrit Prasad join me to discuss the relationship between Product Led...

Andrew Ou is a UX Strategist/Designer and joins me to discuss the role UX plays in CX, and specifically in Customer Support. He...

Reagan Helms and I discuss what when you have experienced folks who do not want to step into leadership. How do you develop...

Craig and I share similarly long tenures in Support - and may even have encountered each other in the wild at one point...

Sam Semuhin returns today to talk about how we can empower our teams to achieve their best selves, deliver their best work, and...