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
292: Tailoring Your Coaching as People Grow; with Andrew Rios
Send a textGrowth 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 their…
291: The Changing Identity of Support; with Lauren Eimers
Send a textWhat 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 leadership…
290: From Timelines To Fit: Making Smart Support Hires; with Matt Dale
Send a textHiring 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 peak…
289: Cultivating Customer Champions; with Greg Skirving
Send a textWhat 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 a textTrust 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 a textA 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, or a…
286: Measure What Matters When Humans And AI Share The Queue; with Craig Stoss
Send a textAI has crossed a threshold in customer support: it no longer just routes and records—it actually does the work. We sat down with Craig Stoss, solutions lead at Codif, to unpack what…
285: From Playbooks To Personalization: How CX Leaders Shape Customer Expectations And Outcomes; with Ty Givens
Send a textSuperior customer experience isn’t a universal recipe—it’s a promise aligned to what your customers expect from you, in their moment, on their terms. We sit down with CX veteran Ty Givens…
284: Customer Support Leaders in 2026: Fresh Starts and More To Come; with Charlotte Ward and Alec Moloney
Send a textReady for a clean slate and a smarter way to build support in 2026? We kick off a fresh season with a rebuilt website, renewed energy, and a clear map of the big shifts reshaping our work:…
283: From Values To Outcomes: Building A Customer Support Strategy That Works; with Conor Pendergrast
Send a textForget the glossy strategy deck. We’re digging into the real drivers of customer experience: the values people use to decide, the culture that shows up in daily behavior, and the…
282: Turning Difficult Customer Moments Into Lasting Trust; with Marc Haine
Send a textEver faced a customer whose day went off the rails before they reached you? We dive into the emotional mechanics of difficult conversations and show how empathy, clear choices, and a…
281: Accuracy Beats Hype - Building Trustworthy AI With KCS; with David Kay
Send a textWhat if the fastest path to trustworthy AI starts with a better knowledge base? David Kay is Principal at DB Kay & Associates, a consultancy focused on knowledge management and…
280: Mastering Incident Management - Part 6 of 6; with Kat Gaines
Send a textOutages test more than systems—they test culture. We dig into what “calm under pressure” actually looks like, from the first hint of trouble to the final post‑incident review. Together…
279: Is AI Overcooked in Support?; with Rob Dwyer
Send a textSauce jokes aside, we get real about AI in customer support: why it’s tempting to chase the trend, how early demos can mislead, and what actually works once you bring models into…
278: Mastering Incident Management - Part 5 of 6; with Kat Gaines
Send a textThe alarms stop, but the real work is just getting started. Charlotte Ward and Kat Gaines pull back the curtain on what effective teams do after an incident is resolved—how to pause,…
From The Archives: 56: Building Leaders in Your Team with Meredith Molloy
Send a textEver wondered what distinguishes a true leader from the rest? Join me, Charlotte Ward, as I unlock the secrets of leadership potential within customer support teams alongside Meredith…
277: Reducing Escalations Through Strategic Engineering Partnerships; with Robert Cabral
Send a textUnlock the secrets to mastering technical support as we, Robert Cabral and I, guide you through the art of enlisting engineering support for complex inquiries. You'll discover how…
From The Archives: 49: Hiring in Support with Alyssa Percell
Send a textUnlock the secrets to building a standout customer support team by tuning into our captivating conversation with Alyssa Purcell, a seasoned manager from New York City. Alyssa brings her…
276: Mastering Incident Management - Part 4b of 6; with Kat Gaines
Send a textUnlock the secrets to mastering incident management with our latest episode featuring the insightful Kat Gaines. Discover how to transform your customer support strategy by crafting…
From The Archives: 47: Hiring in Support with Kristina King
Send a textKristina King returns to the spotlight, sharing her remarkable pivot from finance and teaching to becoming a technical support engineer, all without a formal CS degree. Kristina's…
Frequently Asked Questions
Customer Support Leaders has published 357 episodes since December 2019, covering topics in Business, Management.
Customer Support Leaders is currently highly active with new episodes weekly. Average episode length is 15m.
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