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
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
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
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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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