Customer Support Leaders
Charlotte Ward
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About This Podcast
Customer Support Leaders have been there, on the front line with customers. They understand how things work, and the value of support. They understand the needs and foibles of their customer base. Unlike most other disciplines, there’s no training for this role. No two CS Leadership roles are alike. No two CS Leaders are alike. So this is our opportunity to hear from those leaders and learn from them. Whether you’re a CS leader now, or you aspire to be, this is the podcast for you! Hear different leaders discuss a topic with me, Charlotte Ward.
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Recent Episodes
306: Outcomes Over Optics; with Carl Lenocker
Send us Fan MailGreat support can look “perfect” on paper and still fail the customer in real life. That tension is what we dig into with Carl Lenocker, a senior customer success executive, executive…
305: Measuring Your Support Maturity; with Neal Travis
Send us Fan MailSupport teams don’t usually fail because they “don’t care” or “aren’t working hard enough.” They fail because they scale on instinct, accumulate tribal knowledge, and measure whatever…
304: Reverse One-to-Ones; with Greg Skirving
Send us Fan MailYour one-on-ones shouldn’t feel like a weekly status treadmill where we do all the talking and our team does all the nodding. Charlotte Ward sits down with Greg Skirving to unpack a…
303: Practically Perfect Support; with Jason Yun
Send us Fan MailMary Poppins is “practically perfect” and that makes her a surprisingly useful guide for modern customer support leadership. We (Charlotte Ward and Jason Yun, Head of Provider Success…
302: Using AI to identify coaching opportunities; with Rob Dwyer
Send us Fan MailMost coaching goes wrong before the coaching conversation even starts. If we only review a tiny sample of calls, chats, or tickets, we end up “coaching the seventh hole” and missing…
301: Using AI To Make Us Better Managers; with Reagan Helms
Send us Fan MailYour calendar says “1:1s,” but your brain hears “context switching.” Charlotte Ward sits down with Reagan Helms, VP of Customer Experience at Planning Center, to unpack a practical…
300: Reflecting on the Year So Far; with Alec Moloney
Send us Fan MailA lot has changed since the start of the year and not just job titles and cities. Charlotte Ward sits down with returning guest Alec Maloney to take stock of what is actually…
299: AI Won't Fix Your Knowledge Quality Problem - It'll Expose It; with Leslie O’Flahaven
Send us Fan MailAI can generate a clean looking knowledge article in seconds, but that speed comes with a trap: it makes bad knowledge easier to publish and easier to surface. Leslie O’Flahavan joins…
298: Returning to the Office; with Andrew Rios
Send us Fan MailThe office can be a productivity killer or a leadership advantage, and the difference usually comes down to one thing: whether we design the day or let the day design us. I’m joined…
297: AI Beyond The Queue; with Robert Cabral
Send us Fan MailAI in customer support gets reduced to one tired idea: ship a chatbot and cut tickets. That mindset misses where the real leverage is. We sit down with Robert Cabral, Head of Customer…
296: Flipping Away From Leadership; with Jenny Dempsey
Send us Fan MailGetting laid off can scramble more than your finances. It can shake your identity, your confidence, and the story you’ve been told about what “success” in customer support leadership…
295: Fearless CX; with Nate Brown
Send us Fan MailCustomers are talking about you where your VOC program rarely looks and it’s shaping revenue, retention, and trust. Nate Brown joins me to introduce Fearless CX, a bold and practical…
294: What Support Does When AI Takes The Tickets; with Ryan Klausner
Send us Fan MailAI is starting to take the queue. So what’s left for a customer support team once automation handles triage, repetitive questions, onboarding, and a big chunk of ticket volume? Ryan…
293: Roles AI is Creating in Support; with Hilary Dudek
Send us Fan MailAI is already in your support queue, but the real question is what it’s doing to your career path. I’m joined by Hilary Dudek, Head of Customer Experience at Gamma, to get specific…
292: Tailoring Your Coaching as People Grow; with Andrew Rios
Send us Fan MailGrowth rarely happens on a straight line, and neither should coaching. We sat down with Andrew Rios, Head of Customer Experience at Cityside Fiber, to explore how leaders can tailor…
291: The Changing Identity of Support; with Lauren Eimers
Send us Fan MailWhat happens when AI automates the work that built your career story? We sit down with Lauren Eimers to trace a path from clinical counseling and genetics into customer support…
290: From Timelines To Fit: Making Smart Support Hires; with Matt Dale
Send us Fan MailHiring plans look clean on a roadmap until real candidates, real timelines, and real markets show up. We unpack a practical, humane approach to building a support team that can handle…
289: Cultivating Customer Champions; with Greg Skirving
Send us Fan MailWhat if a “ticket” isn’t a ticket at all, but an engagement where both sides own the outcome? We sit down with Greg Skirving to unpack how customer champions transform support from…
288: Support in a High-Trust Environment; with Simone Secci
Send us Fan MailTrust isn’t a slogan when failure has real consequences. Simone Secci joins Charlotte Ward to pull back the curtain on support operations in two intense arenas—concierge‑level luxury…
287: Extreme Delegation: How To Lead When Everything Changes At 4 PM On An Idle Tuesday; with Matt Dale
Send us Fan MailA quiet Tuesday turns into a leadership stress test. We share the playbook for extreme delegation—those moments when a key lieutenant leaves, the CEO secondments you into a new role,…
Frequently Asked Questions
Customer Support Leaders has published 369 episodes since December 2019, covering topics in Business, Management.
Customer Support Leaders is currently highly active with new episodes weekly. Average episode length is 16m.
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