Hosted by Charlotte Ward · 🇺🇸 US · EN · 366 episodes
Established thought leaders with verified media credentials.
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.
Charlotte Ward hosts Customer Support Leaders, a business show with 366 episodes published.
Send us Fan Mail AI can make customer support faster, cheaper, and more consistent, but it can also quietly destroy trust when it becomes a wall between customers and real help. Charlotte Ward sits down with customer exp
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
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 th
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 le
Send us Fan Mail Mary Poppins is “practically perfect” and that makes her a surprisingly useful guide for modern customer support leadership. We (Charlotte Ward and Jason Yun, Head of Provider Success at Prax Health) use
Send us Fan Mail Most coaching goes wrong before the coaching conversation even starts. If we only review a tiny sample of calls, chats, or tickets, we end up “coaching the seventh hole” and missing the real issue that s
Send us Fan Mail Your calendar says “1:1s,” but your brain hears “context switching.” Charlotte Ward sits down with Reagan Helms, VP of Customer Experience at Planning Center, to unpack a practical way AI can make us bet
Send us Fan Mail A lot has changed since the start of the year and not just job titles and cities. Charlotte Ward sits down with returning guest Alec Maloney to take stock of what is actually happening inside modern cust
Send us Fan Mail AI can generate a clean looking knowledge article in seconds, but that speed comes with a trap: it makes bad knowledge easier to publish and easier to surface. Leslie O’Flahavan joins me to unpack a simp
Send us Fan Mail The office can be a productivity killer or a leadership advantage, and the difference usually comes down to one thing: whether we design the day or let the day design us. I’m joined by Andrew Rios to get
Send us Fan Mail AI in customer support gets reduced to one tired idea: ship a chatbot and cut tickets. That mindset misses where the real leverage is. We sit down with Robert Cabral, Head of Customer Experience at Runwa
Send us Fan Mail Getting laid off can scramble more than your finances. It can shake your identity, your confidence, and the story you’ve been told about what “success” in customer support leadership is supposed to look
Send us Fan Mail Customers are talking about you where your VOC program rarely looks and it’s shaping revenue, retention, and trust. Nate Brown joins me to introduce Fearless CX, a bold and practical way to lead customer
Send us Fan Mail AI is starting to take the queue. So what’s left for a customer support team once automation handles triage, repetitive questions, onboarding, and a big chunk of ticket volume? Ryan Klausner joins me to
Send us Fan Mail AI is already in your support queue, but the real question is what it’s doing to your career path. I’m joined by Hilary Dudek, Head of Customer Experience at Gamma, to get specific about how AI is reshap
Send us Fan Mail Growth 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 coaching as peo
Send us Fan Mail What 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 and onward to c
Send us Fan Mail Hiring 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 seasons withou
Send us Fan Mail What 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 reactive break fix to
Send us Fan Mail Trust 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 tourism and clinical
Jason Yun
Strength and Movement Coach
3 appearances on this show
Robert Cabral
Runway
3 appearances on this show
Nate Brown
Head of Education and Enablement · Paranormal Underground Radio
1 appearance on this show
Matt Dale
Head of Business Development · UK & Ireland SAP User Group
10 appearances on this show
Craig Stoss
customer experience veteran · Kodif
5 appearances on this show
Ty Givens
Founder and CEO · CX Collective
2 appearances on this show
Brian Levine
reproductive endocrinologist · Piping Periodical Production Podcast
1 appearance on this show
Sarah Caminiti
Head of Business Transformation · Support Ninja
3 appearances on this show
Alexis Grant
founder and CEO · They Got Acquired
1 appearance on this show
Michael Hinshaw
McorpCX
1 appearance on this show
Andrea Saez
head of product marketing · Intercom
1 appearance on this show
Charlotte Ward
Executive Director · Unilever
1 appearance on this show
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Customer Support Leaders is hosted by Charlotte Ward. The show is categorised under business (management) and has published 366 episodes.
Customer Support Leaders has published 366 episodes.
Customer Support Leaders regularly covers business, management, technology. It sits in the business category, with a management focus.
Customer Support Leaders is accessible for guests with genuine business expertise. A personalised, episode-aware pitch will still outperform a generic one every time.
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Episodes of Customer Support Leaders average 36 minutes. a focused format where a clear narrative arc and tight preparation matter most.
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