Customer Support Leaders

About Customer Support Leaders

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.

Publisher

Charlotte Ward

Category

business · business · technology

Language

en

Explicit

No

First episode

28 Dec 2019

Latest episode

9 Sept 2026

Latest episodes

383 episodes in the feed.

1. 

   9 Sept 2026

   319: Where Success and Support Meet; with Ulrike Pitzschke

   Send us Fan Mail When a customer asks a “simple question”, your org chart doesn’t matter. What they feel is speed, clarity, and whether they’re being helped or being handed off. That’s why we sat down with Ulrike Pitschke again, now leading Customer Success at Staffbase, to get honest about the real seam between customer support and customer success and how to make it stronger as a SaaS company scales. We talk about the practical split that actually works: support as the expert home for tech...

2. 

   2 Sept 2026

   318: Who's Got Time for Automation When They've Got a Queue to Work Through?; with Brian Levine

   Send us Fan Mail Your support queue will always be there tomorrow, so “I’ll automate when things calm down” quietly becomes “never.” Charlotte Ward sits down with Brian Levine to get brutally practical about finding time for automation and using today’s AI tools without turning your job into a second full-time job. We talk about why the barrier to building support workflows has dropped so fast, and how that changes what a support leader can reasonably own. We break automation into three buck...

3. 

   26 Aug 2026

   317: How AI is Reshaping Customer Support Tools; with Andrei Kamarouski

   Send us Fan Mail AI is moving so fast that it’s not just improving customer support, it’s changing what “support software” even is. We sit down with Andrei Kamarouski to unpack the real shift from the pre generative AI era, when teams spent months collecting data and training narrow models, to today’s world where language-first AI can classify tickets, analyse conversations, and accelerate product development with far less setup. If you lead support, CX, or support ops, this is a practical lo...

Who has been a guest on Customer Support Leaders

Names identified in recent episode analyses. Showing up to five guests.

• Meredith Molloy
• Robert Cabral
• Alyssa Percell
• Kat Gaines
• Kristina King

Reach and audience

Public platform figures. Ratings count people who left a rating, not total listeners.

Apple Podcasts (US)

5.0 / 5

2 ratings

Spotify

5.0 / 5

4 ratings

Contact Customer Support Leaders

Guest appearances

Books guests

Based on episode analysis; this does not confirm that the show is currently accepting guests.

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