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Customer Support Leaders Podcast
Real stories and hard-won lessons from leaders who’ve lived support on the front line. Learn how they grow teams, elevate the craft, and shape the future of customer experience. Hosted by Charlotte Ward.
Podcast episodes
Browse all episodes of the Customer Support Leaders podcast
278: Back to the Future
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.
276: Mastering Incident Management - Part 4b of 6; with Kat Gaines
Explore effective incident management strategies with Kat Gaines, focusing on communication, team dynamics, and customer engagement during incidents. Gain practical insights to enhance your support processes and customer experience.
275: Unlocking the Power of Fractional Leadership in Customer Support; with Brian Levine
Explore fractional leadership in customer support with Brian Levine, who shares insights on how startups can benefit from part-time expert guidance and manage transitions effectively while fostering a robust support culture.
274: Mastering Incident Management - Part 4 of 6; with Kat Gaines
273: Balancing Automation and Human Touch in Customer Support; with Cory Brown & Elliot Fox
272: Transforming Support Teams: Leadership, Collaboration, and Building Cross-Functional Relationships; with Steve Tondé
271: Mastering Incident Management - Part 3 of 6; with Kat Gaines
270: Mastering Leadership Communication in Startup Support; with Andrew Rios
269: Building Successful Call Centers from the Ground Up; with Joe Di Natale
Become a podcast guest
We're always on the lookout for leaders with experience running support and customer experience teams. Join Charlotte Ward in your very own guest episode of Customer Support Leaders.
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