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
313: Build with AI and Bring the Team with You; with Italo Belandria
Non-technical customer support leaders are using AI agents to prototype workflows and improve operations, moving beyond simple email writing to create actionabl
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
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
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