Support Leaders

In Episode #6 of the Support Leaders Podcast, we interview Shawn White, Director of Customer Support for Sendgrid. We discuss his career in customer support at great companies including IBM, Doubleclick, and Photobucket, and how he ended up at SendGrid. In this episode, you will learn: How SendGrid has scaled enormously over the years How...

In Episode #5 of the Support Leaders Podcast, we interview Kathryn Castle, Head of Technical Support Engineering EMEA for Optimizely. We discuss how she started teaching English after studying at the University of Warwick before starting her career in support. We talk about all of the changes she’s seen since starting at Optimizely in 2014....

In Episode #4 of the Support Leaders Podcast, we interview Lauren Cowher, Director of Customer Experience at Havenly. We talk about her experience at Princeton, working in healthcare, going back to study anthropology at Goldsmiths College, and then her first customer support role at WriterAccessd. Then we talk about how Havenly’s support team has grown...

In Episode #3 of the Support Leaders Podcast, we interview Andrew Spittle, Happiness Engineer at Automattic. We talk about his first experience using WordPress and building a company in college. Then we talk about how Automattic’s support team has grown extensively as a fully remote team. We go into Automattic’s amazing company rule – no...

In Episode #2 of Support Leaders, we interview Zach Bouzan-Kaloustian, Director of Customer Support at DigitalOcean. We talk about his time at Foursquare, Fab.com, and then growing with the team at DigitalOcean. He explores his ideas of “Support as a Product” and goes into detail about how they are solving their massive knowledge management challenge. In...

In Episode #1 of Support Leaders, we interview Antonio King, aka “Tones,” the Director of Experience at Shinesty.com. We talk about customer support as the one night stand vs. customer experience as the relationship, customer satisfaction vs. customer effort, growing a team for seasonal peaks, some funny customer stories, and much more! Show notes: Here’s...