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Customer Support LeadersAuthor: Charlotte Ward
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, theres 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 youre 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. Language: en Genres: Business, Management, Technology Contact email: Get it Feed URL: Get it iTunes ID: Get it Trailer: |
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311: Stop Escalating And Start Routing; with Alex Batchelor
Wednesday, 15 July, 2026
Send us Fan Mail“Escalate to engineering” sounds normal, but it quietly shapes how your whole company treats support. We challenge that default and replace it with a more accurate model: routing work to the right skill set, while keeping escalation for the moments that truly need higher priority and attention. Along the way, we explore how small language choices change ownership, expectations, and trust between customer support and engineering teams.Alex Batchelor, founder and CEO of Pebble, shares what happens when support gets the same technical context engineers use: logs, error monitoring, product analytics, documentation, and code-level clues. We talk about turning customer signals into product improvements without getting trapped at either extreme of the spectrum: raw data with no story, or vivid anecdotes with no proof. The goal is practical support operations that reduce context switching, shorten time-to-resolution, and create feedback loops engineering can actually act on.We also dig into proactive support and the future of AI in customer support. If your systems can detect an integration token expiring or a recurring error before a customer files a ticket, you can reach out first and create a genuinely delightful customer experience. And as automation handles the basics, we look at where humans add the most value: building the support system, solving the hardest technical tickets, and delivering consultative support that feels closer to a partnership than a transaction.If you want tighter engineering collaboration, cleaner ticket routing, and a more scalable technical support model, listen now. Subscribe, share this with a support or engineering leader, and leave a review with your biggest takeaway.Support the show
