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Brought to you by Help Scout's Mat Patterson, The Supportive is a show for the customer-centric leaders of today and tomorrow. Tune in for tons of customer experience insights, practical tips, expert advice, and a bit of fun. (Also dad jokes).
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- Jenny Dempsey is flipping tables · 40 min · Kausi 3 Jakso 11Jenny Dempsey spent years leading support teams at tech startups before a layoff led to a two-year job hunt. A chance encounter with a junky old table in a friend's basement led…
- Javier Silverio expected more complaints · 30 min · Kausi 3 Jakso 10Should you trust a chatbot when it sometimes makes mistakes? Javier Silverio has spent eight years in the Help Scout support queue, and now builds the team's internal AI tools…
- Dave Berner is Almost Unemployable · 38 min · Kausi 3 Jakso 9Dave Berner is a software engineer who, as a two-time founder considers himself "almost unemployable". Dave chats with Mat about careers in an AI-disrupted world. Dave chats with…
- Nicole Crayne isn't here to fix your plumbing · 41 min · Kausi 3 Jakso 8Nicole Crayne, self-proclaimed "Chaos Wrangler" at Saffire, chats with Mat about what it takes to build curiosity into a team - trust, slack time, and a type of disciplined…
- Support Lessons from Lyft, Square, and Google, with Beth Trame · 39 min · Kausi 3 Jakso 7Beth Trame has built support organizations from scratch multiple times, including at Lyft and Square, both businesses that dealt with steep volume increases and diverse customer…
- You already have a support hiring rubric with Tom Walker · 32 min · Kausi 3 Jakso 6Tom joined Help Scout's support team in 2026, but he's been using Help Scout for a decade. He chats to Mat about his role in improving Zapier's support team diversity, what…
- Love It or List It for support tools with Chrissy Chavez · 30 min · Kausi 3 Jakso 5Chrissy Chavez is a senior technical support specialist on the Customers Team at Help Scout, working from Oahu, Hawaii. In this episode, she talks with Mat about switching…
- Speak to a human with Pavel Malyshev · 27 min · Kausi 3 Jakso 4Pavel drove AI customer support adoption as head of support...and then he got laid off. Mat chats with Pavel about his 13 years in B2B SaaS customer experience about the way…
- Relevance before brevity in support with Leslie O'Flahavan · 31 min · Kausi 3 Jakso 3Leslie O'Flahavan has spent 30 years teaching people to write well at work — including plenty of customer service teams. Leslie and Mat discuss what it takes to write concisely…
- 700 classes and 0 perfect takes with Alison Groves · 30 min · Kausi 3 Jakso 2After 700+ live Help Scout classes, Alison Groves knows what makes customer education work — and imperfection is a big part of it. In this episode: why 90%+ of her attendees…
- Kristi Thompson creates her own job · 21 min · Kausi 3 Jakso 1Kristi Thompson spent nine years doing support at Help Scout. A while in, she quietly started tracking some numbers, sharing three bullet points in a Slack channel every quarter…
- 5 Themes from Season 2 · 21 min · Kausi 2 Jakso 8Seven customer-centric businesses generate five consistent lessons. Mat wraps up Season 2 of The Supportive with the themes that connect a brewery, a keyboard maker, a mattress…
- Is David Sparks too kind to be a lawyer? · 35 min · Kausi 2 Jakso 7Mat sits down with David Sparks — lawyer turned full-time creator — as he shares how 28 years in the courtroom shaped his approach to serving his technology audience…
- NapLab tells you what mattress sellers will not · 37 min · Kausi 2 Jakso 6NapLab has tested over 380 mattresses, and the vast majority of the people who benefit from that work will never contact Derek Hales directly. They arrive, read the review, and…
- Young Henrys — Our First Customers · 47 min · Kausi 2 Jakso 5Mat sits down with Oscar McMahon, co-founder of Sydney brewery, Young Henrys, as he shares how community, values, and a ‘challenger mindset’ have helped build one of the city's…
- YNAB — Our First Customers · 40 min · Kausi 2 Jakso 4Todd Curtis, CEO of YNAB, shares how customer support became the foundation for sustainable growth. Learn why they embedded support in product teams and used it as a training…
- Wistia — Our First Customers · 35 min · Kausi 2 Jakso 3Chris Savage, co-founder and CEO of Wistia, shares how staying in the support inbox for ten years, walking away from a potential deal with HBO as customer #4, and choosing…
- ZSA — Our First Customers · 42 min · Kausi 2 Jakso 2Erez Zuckerman, CEO and co-founder of ZSA Technology Labs, shares how a focus on craftsmanship, honest communication internally and externally and deep support has helped his…
- Help Scout — Our First Customers · 32 min · Kausi 2 Jakso 1What does it take to earn the trust and loyalty of over 12,000 customers, build a team that cares like you do, and hold onto your values for over a decade? In the first episode…
- Supportive Shorts — Reframing AI Chatbots · 7 min · Kausi 1 Jakso 1How can we frame AI chatbots as self-service tools, not worse-than-human support?
