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
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
309: Servant Leadership In Support; with Nadia Ivanova
Servant leadership in customer support combines competence and care to remove obstacles for your team while balancing transparency, boundaries, and fairness in
308: Leading Without Trust; with Ash Rhodes
Rebuilding trust in customer support teams requires consistent leadership actions and visible advocacy rather than quick fixes or pretending problems don't exis
307: How Customers Experience AI; with Shep Hyken
AI-powered customer support works best when it enhances rather than replaces human connection, as companies must balance automation with genuine care to maintai
306: Outcomes Over Optics; with Carl Lenocker
Customer success leader Carl Lenocker explores how traditional support metrics like speed and resolution rates can undermine actual customer outcomes and advoca
305: Measuring Your Support Maturity; with Neal Travis
Support teams fail at scale due to poor measurement and process design rather than lack of effort, so Neal Travis shares a maturity framework focused on knowled
304: Reverse One-to-Ones; with Greg Skirving
Charlotte Ward and Greg Skirving explore reverse one-on-ones where direct reports lead discussions on accomplishments, challenges, and improvements, particularl
303: Practically Perfect Support; with Jason Yun
Mary Poppins offers practical lessons for modern customer support leaders on hiring for kindness, staying frontline-focused, and delivering bad news with dignit
302: Using AI to identify coaching opportunities; with Rob Dwyer
AI can help identify coaching opportunities by analyzing patterns across the full customer journey rather than isolated interactions, enabling supervisors to ad
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