We're creating a new home for Customer Support Leaders. Please bear with us while we're building.

Where support leaders can learn, share & grow

Practical strategies for modern support leaders from the collective insights of 250+ peers

Trusted by 1000+ support professionals

Podcast • Episode #277

277: Reducing Escalations Through Strategic Engineering Partnerships; with Robert Cabral

Charlotte Ward and Robert Cabral reveal how strategic engineering partnerships cut escalations from 40% to under 10%. Learn to use data, taxonomy, and embedded “support champions” to boost empathy, speed resolution, and build smarter, more proactive technical support.

operationsRobert Cabral

Listen to the latest episode →

Support leadership podcast

Our most listened episodes await

Podcast • Episode #1

1: Empathy with Jenny Dempsey

Explore the significance of empathy in customer support with Jenny Dempsey, highlighting its importance, how to foster it in teams, and strategies for hiring empathetic individuals in various roles.

empathyjenny-dempsey

Podcast • Episode #249

249: Fireside with Mike Redbord

Mike Redbord tells me how to show the actual value to the business in providing support to those users of your product or service who are on free or unpaid plans.

Listen to more episodes →

Support foundations

Start here as a new leader or when wanting a refresh

Playbook

A 90 Day Plan for New Support Leaders

Navigate your first 90 days as a leader with expert-backed tips and actionable strategies.

New LeadersCareer Navigation

Playbook

A 90 Day Plan for New Support Leaders

Navigate your first 90 days as a leader with expert-backed tips and actionable strategies.

New LeadersCareer Navigation

Playbook

A 90 Day Plan for New Support Leaders

Navigate your first 90 days as a leader with expert-backed tips and actionable strategies.

New LeadersCareer Navigation