business
Hosted by Charlotte Ward · business · EN
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.
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Contact path
Verified email
Booking probability
38%
Guest openness
Selective
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Signup to Generate a PitchCustomer 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.
Customer Support Leaders is hosted by Charlotte Ward. The show has published 382 episodes to date.
Recent episodes include "313: Build with AI and Bring the Team with You; with Italo Belandria" (29 July 2026, 35 minutes), "307: How Customers Experience AI; with Shep Hyken" (17 June 2026, 35 minutes), and "306: Outcomes Over Optics; with Carl Lenocker" (10 June 2026, 43 minutes).
Customer Support Leaders publishes roughly weekly, with episodes averaging 36 minutes across 382 episodes.
Booking probability for Customer Support Leaders is 38%, and the host is rated Selective on guests. Customer Support Leaders requires a Pod Score of 80 or higher. Customer Support Leaders's contact route on record: verified email.
The strongest fits for Customer Support Leaders are Business & Management Consulting. Customer Support Leaders has a business audience.
Charlotte Ward hosts Customer Support Leaders, a business podcast with 382 episodes published.
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Customer Support Leaders
Send us Fan Mail You can feel the ground shifting in customer support right now: AI is giving non-technical leaders the ability to build. I sit down with Italo Belandria, Head of Customers at Ringover, to unpack what...
Customer Support Leaders
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...
Customer Support Leaders
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...
Customer Support Leaders
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...
Customer Support Leaders
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...
Customer Support Leaders
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)...
Customer Support Leaders
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...
Customer Support Leaders
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...
Customer Support Leaders
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...
Customer Support Leaders
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...
Customer Support Leaders
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...
Customer Support Leaders
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...
Customer Support Leaders
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...
Customer Support Leaders
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 Support Leaders
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...
Customer Support Leaders
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...
Customer Support Leaders
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...
Customer Support Leaders
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...
Customer Support Leaders
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...
Customer Support Leaders
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...
Recent guests on Customer Support Leaders. Study who booked and why before you pitch.
PitchCentric classifies Customer Support Leaders under these industries. Guests from them are the closest fit, and each links to the best podcasts in that industry.
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