Customer Support Leaders
Claim This Podcastby Charlotte Ward
Podcast Overview
<p>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.</p>
Language
🇺🇲
Publishing Since
12/28/2019
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Recent Episodes
June 10, 2026
306: Outcomes Over Optics; with Carl Lenocker
Send us Fan Mail Great 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 coach, and longtime support leader, as we unpack a simple idea with big consequences: outcomes over optics. We get concrete about how traditional support KPIs like first contact resolution, time to answer, and fast ticket closure can quietly create the wrong behaviours. When the business reward...
June 3, 2026
305: Measuring Your Support Maturity; with Neal Travis
Send us Fan Mail Support 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 is easiest until the whole system starts to wobble. We sit down with Neal Travis, Head of Customer Experience and Operations at AIHR, to talk about measuring support maturity in a way that leads to real decisions, not a prettier dashboard. Neal shares how a small team can support a large custome...
May 27, 2026
304: Reverse One-to-Ones; with Greg Skirving
Send us Fan Mail Your 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 deceptively simple leadership shift: the reverse one-on-one, where the direct report leads with their perspective instead of waiting for the manager’s agenda. Greg walks us through his practical structure a three-slide monthly check-in covering accomplishments, challenges, and what the pers...
370 total episodes available
Recent guests on Customer Support Leaders
Guests from recent episodes — sign up to see every guest that has ever appeared on this show.
Meredith Molloy
Guest
Robert Cabral
Guest
Alyssa Percell
Guest
Kat Gaines
Guest
Kristina King
Guest
Brian Levine
Guest
Matt Dale
Guest
Mike Redbord
Guest
Elliot Fox
Guest
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Frequently asked questions
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- What is Customer Support Leaders?
<p>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.</p> - How often does this podcast release new episodes?
This podcast updates weekly.
- Where can I listen to this podcast?
This podcast is available on 8 platforms including Apple Podcasts, Spotify, and more. You can also use the RSS feed directly.
- Does this podcast accept guests?
Yes, this podcast regularly features guests.
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