Live Chat with Jen Weaver
by Jen Weaver
Latest episode
Beyond Christmas: Managing the Holidays on Global Teams | Episode 24
Beyond Christmas: Managing the Holidays on Global Teams | Episode 24
About this podcast
Customer Support QA and Training: I deliver bite-sized episodes every two weeks that each dive into a single solution, showcasing the tech stacks and workflows top support pros use to tackle challenges and optimize their customer and team experience.
Episodes
The newest 20 of 24 episodes
- Beyond Christmas: Managing the Holidays on Global Teams | Episode 24 · 35 minThis podcast is sponsored by Supportman, which connects Intercom to Slack and uses AI to give agents feedback and surface problems in real time. The holidays don’t look the same…
- Coach Rios’ Support Report Gets Value from Customer Noise | Episode 23 · 37 min · Season 1 Episode 23This podcast is sponsored by Supportman, which connects Intercom to Slack and uses AI to give agents feedback and surface problems in real time. What does it take to turn…
- Leading Through Layoffs: Building Teams When Budgets Shrink | Episode 22 · 36 min · Season 1 Episode 22This podcast is sponsored by Supportman, which connects Intercom to Slack and uses AI to give agents feedback and surface problems in real time. What happens when budgets shrink…
- From Boring to Brilliant: Raising Energy on Virtual Calls | Episode 21 · 46 min · Season 1 Episode 21This podcast is sponsored by Supportman which connects Intercom to Slack and uses AI to give agents feedback and surface problems in real time. Ever leave a virtual meeting…
- Conquer QA Overwhelm with Stacy’s Fearless Ten-Ticket Method | Episode 20 · 32 min · Season 1 Episode 20This podcast is sponsored by Supportman, which connects Intercom to Slack and uses AI to give agents feedback and surface problems in real time. “Consistent quality review, I…
- Prevention-First QA to Rocket Your Team to 97-Plus-Percent CSAT | Episode 19 · 31 min · Season 1 Episode 19If your QA process is just a checklist, you are wasting time, money, and customer trust. Today, I’m talking with Chloé Koers-Bourrat, Process and Productivity Manager, Support…
- Stop Hoarding QA: How to Use Feedback to Fuel Support Team Growth | Episode 18 · 29 min · Season 1 Episode 18"I'm not here to catch your mistakes, I'm trying to get customers to stop yelling at you." - Amanda Drws That’s how Amanda Drws thinks about QA, and it’s a big reason her teams…
- How to Use AI to Audit, Scale, and Train Your Team With Confidence | Episode 17 · 38 min · Season 1 Episode 17AI isn't something you turn on like flipping a switch. Chances are, your team is already using it. That chatbot pilot you ran and the sentiment analysis humming along in your…
- Let Go of the Legos: Why Delegation Makes You a Better Leader | Episode 16 · 48 min · Season 1 Episode 16Ever feel like your to-do list is calling the shots? Elyse Mankin has been there, and she figured out how to take back control. As Head of Support at Attio, Elyse knows firsthand…
- What Makes People Stay: How to Lead Support Teams with Purpose | Episode 15 · 41 min · Season 1 Episode 15Let’s face it, support roles don’t always get the credit they deserve. Too often, people see them as just a pit stop on the road to something “better.” But what if it could be…
- AI Isn't Plug-and-Play: How to Actually Get Support Data Right | Episode 14 · 30 min · Season 1 Episode 14No matter what industry you're in, everyone’s talking about AI. In support, it’s either the shiny new tool that’s supposed to fix everything or the thing causing confusion…
- Metrics to Track or Toss: Craig Stoss’s 5-Step System to Simplify Support Data · 38 min · Season 1 Episode 13Support teams are swimming in data, but how much of it actually helps you make better decisions? In this episode, I’m joined by Craig Stoss, VP of Partner Solutions at Kodif, to…
- Turn Metrics Into Momentum: Mario Guisado’s Dashboards That Drive Results · 40 min · Season 1 Episode 12Have you ever felt like your support dashboard is just a bunch of numbers no one really connects with? In this episode, Jen sits down with Mario Guisado to talk about building…
- From Lead to Head of Support: A Blueprint for Your First Three Projects · 45 min · Season 1 Episode 11What actually changes when you become head of support? In this episode, Jen sits down with Idit Matas—a global support leader with experience at Datadog and Firebolt—to unpack…
- Trust Builds Teams: Alex Armstead’s Support Ops Strategies for Healthy Teams · 43 min · Season 1 Episode 10What does it actually take to build a psychologically safe, people-centered support org? Alex Armstead will share with us 5 solid strategies you can start implementing now. With…
- The $5 Million Safety Net: How to Build Premier Support That Pays For Itself · 40 min · Season 1 Episode 9What do you do when your highest-revenue customers need (and expect) more than your basic support offering? If you're Miles Goldstein, you create a Premier Support program that…
- Courage to Teach: How Help Scout Turns Classes into Revenue · 40 min · Season 1 Episode 8What do you do when 1:1 product demos become unsustainable? If you're Alison Groves, you scale—strategically, efficiently, and with a whole lot of heart. Alison, Customer…
- Tone Matters: The Document That Keeps Buzzsprout’s Support Team Unified · 46 min · Season 1 Episode 7How do you keep a support team sounding human, helpful, and on-brand as it grows? When scaling, tone drift can turn great support into inconsistent and robotic interactions…
- Agile CX: Steph Uses Dev Sprints to Focus Team Energy · 40 min · Season 1 Episode 6Steph Hardy, Customer Solutions Engineer at Guru, wanted to become even more efficient with her colleagues—so she borrowed a playbook from engineering and brought Agile sprints…
- From Zero to Scalable: Brittany Ferguson Builds Support Teams · 34 min · Season 1 Episode 5Starting as the first (or only) support hire at a growing company? Brittany Ferguson has been there—many times. Instead of feeling overwhelmed, she’s built a process that helps…
