Customer Support Leaders Podcast
Real stories and hard-won lessons from leaders who’ve lived support on the front line. Learn how they grow teams, elevate the craft, and shape the future of customer experience. Hosted by Charlotte Ward.
Podcast episodes
Browse all episodes of the Customer Support Leaders podcast
319: Where Success and Support Meet; with Ulrike Pitzschke
Learn how to bridge customer support and success teams at scale by defining clear ownership, aligning on different cadences, and collaborating on product insigh
318: Who's Got Time for Automation When They've Got a Queue to Work Through?; with Brian Levine
Charlotte Ward and Brian Levine discuss practical strategies for finding time to automate support workflows using AI tools, covering customer-facing flows, agen
317: How AI is Reshaping Customer Support Tools; with Andrei Kamarouski
Generative AI is fundamentally reshaping customer support software by enabling faster, language-first automation that requires less setup while raising importan
316: Support As A Final Destination - Part 2; with Alec Moloney
Charlotte Ward and Alec Moloney explore how to build sustainable support careers through clear progression paths, fair recognition systems, and culture that val
315: Changing Careers In and Out of Support; with Cynthia Ng
Cynthia Ng shares how to successfully transition between vastly different careers by identifying and articulating transferable skills, from teaching to tech rol
314: Support As A Final Destination - Part 1; with Alec Moloney
Charlotte Ward and Alec Moloney explore why customer support is often viewed as a temporary role rather than a career destination and how changing this percepti
313: Build with AI and Bring the Team with You; with Italo Belandria
Non-technical support leaders are using AI agents to prototype workflows and improve operations, then bringing the team along with them.
312: We're Going to Die, So What?!; with Valentina Thoerner
Val Turner discusses mortality as a planning tool, exploring how accepting our finite timeline enables better decision-making for families, teams, and organizat
311: Stop Escalating And Start Routing; with Alex Batchelor
This episode explores how reframing "escalation" as intelligent work routing—combined with giving support teams engineering-level context—improves resolution ti
310: Bringing Cohesion To Chaos; with Colin Flanigan
Technical support leaders can restore order to chaotic teams after rapid growth by conducting listening tours, mapping friction points, and applying flexible fr
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We're always on the lookout for leaders with experience running support and customer experience teams. Join Charlotte Ward in your very own guest episode of Customer Support Leaders.
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