Customer Support Leaders

220: Building a Team from Scratch with Matt Dale

220: Building a Team from Scratch with Matt Dale

When is a full-time job not a full-time job? When it’s a two-person job! It’s been a while since Matt Dale built a...

16th July 2021

219: Building a Team from Scratch with Kat Olsheske

219: Building a Team from Scratch with Kat Olsheske

In Kat Olsheske’s first outing on the podcast, she talks about the transferrable skills and knowledge every support leader brings to a new...

Charlotte

15th July 2021

218: Building a Team from Scratch with Adela Bodor

218: Building a Team from Scratch with Adela Bodor

Adela Bodor returns to talk about building a support team from scratch: which she has done multiple times and has down to a...

Charlotte

14th July 2021

217: Building a Team from Scratch with Hilary Dudek

217: Building a Team from Scratch with Hilary Dudek

Hilary Dudek and I haven’t talked in soooo long! She “recently” started a new role at Sana Benefits and joins me to talk...

Charlotte

13th July 2021

216: Building a Team from Scratch with Ashley Sachs

216: Building a Team from Scratch with Ashley Sachs

Ashley Sachs returns to tell us how she prioritised early definition of ‘Operating Principles’ for her nascent team, and how they’re essentially still holding...

Charlotte

12th July 2021

215: Knowledge Management with Craig Stoss

215: Knowledge Management with Craig Stoss

Craig and I muse about the validity of some of the metrics often applied to Knowledge Centred Support, and talk about the types of...

Charlotte

9th July 2021

214: Knowledge Management with Tadas Labudis

214: Knowledge Management with Tadas Labudis

Tadas Labudis is the CEO and Founder of Prodsight. Today he returns to tell me about Prodsight’s own knowledge journey: from not believing he...

Charlotte

8th July 2021

213: Knowledge Management with Simone Secci

213: Knowledge Management with Simone Secci

Simone Secci rebuilt a knowledge base from scratch, banking on being able to show its value much further down the road. It worked!...

Charlotte

7th July 2021

212: Knowledge Management with Cynthia Ng

212: Knowledge Management with Cynthia Ng

Cynthia Ng describes how GitLab approach all their knowledge with a ‘Handbook First’ ethos, and how their value of Transparency informs everything they...

Charlotte

6th July 2021

211: Knowledge Management with Aprill Allen

211: Knowledge Management with Aprill Allen

Aprill Allen, a Knowledge Management Consultant & KCS Specialist at Knowledge Bird, helps support teams stop being so overloaded with solving the same...

Charlotte

5th July 2021