Customer Support Leaders are a special breed. The role is often filled by someone who has been there, on the front line with customers. They understand how things work. They understand the value of support. They understand the needs and foibles of their customer base.
The CS Leader is also, usually, where the buck stops. Escalations, performance, retention and service value all land on their desks. They juggle the demands of customer, organisation and team every day.
Unlike most other disciplines, there’s no training for this role. And each role has its own challenges. No two CS Leadership roles are alike. No two CS Leaders are alike. It’s about time we heard from them and learned from them. So, these are interviews with CS leaders, each with their own particular stories to tell.