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PODCAST

Live Chat with Jen Weaver

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.

business management

All Episodes

36:33

Coach Rios’ Support Report Gets Value from Customer...

Live Chat with Jen Weaver ·

2025/10/28

This 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 everyday customer conversations into insights that guide the whole business? In this episode of Live Chat with Jen Weaver, I sit down with Andrew “Coach” Rios, a veteran support operations leader with more than 25 years of experience at startups, scaleups, and Fortune 100s. From Cisco to Fitbit, Coach Rios has built support ...

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35:38

Leading Through Layoffs: Building Teams When Budgets...

Live Chat with Jen Weaver ·

2025/10/14

This 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, layoffs ripple across the industry, and leaders are asked to do more with less? This week on Live Chat, I sat down with Alisha Joseph, founder of Savvy Service Pro and creator of the upcoming AI coaching tool Savvy Edge, to discuss how leaders can navigate change while remaining authentic. Here’s what you...

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46:14

From Boring to Brilliant: Raising Energy on Virtual...

Live Chat with Jen Weaver ·

2025/09/30

This 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 wondering why it felt flat, even though the content was solid? In this episode, I’m joined by Anders Boulanger, founder and CEO of Engagify and author of Engage First (coming October 7). Anders is a magician-turned-keynote speaker who helps leaders turn everyday interactions into engaging experiences. After devouring the ...

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31:47

Conquer QA Overwhelm with Stacy’s Fearless Ten-Ticket...

Live Chat with Jen Weaver ·

2025/09/16

This 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 think, is better than no quality review.” That’s the principle that guided Stacy Justino, Product Support Manager at PetDesk, when she launched a brand-new QA program for veterinary support in just weeks. Drawing from her experience at companies like Wistia and Loom, Stacy created a lightweight system her team actu...

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31:08

Prevention-First QA to Rocket Your Team to...

Live Chat with Jen Weaver ·

2025/09/02

If 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 Operations at Smartly, who built a prevention-first QA program that turned a fast-growing ad tech team into a 97 percent-plus CSAT powerhouse. Chloé’s approach is simple but powerful. She focuses on catching problems before they ever reach the customer, creating a strong feedback loop between support and product, and ke...

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28:48

Stop Hoarding QA: How to Use Feedback to Fuel Support...

Live Chat with Jen Weaver ·

2025/08/19

"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 trust the process instead of fearing it. In this episode, we dig into how Amanda built a QA approach that actually makes life easier for agents and more valuable for the whole company. She shares why she audits a tiny fraction of tickets, how she decides what’s worth flagging, and the surprising ways QA can uncover cus...

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37:49

How to Use AI to Audit, Scale, and Train Your Team...

Live Chat with Jen Weaver ·

2025/08/05

AI 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 stack, those are AI at work. The challenge isn't adoption, it's making it work for you instead of against you. This week, I’m joined by Jen McCorkle, a data-driven leader with 25+ years of experience in revenue generation and analytics, for a grounded, tactical conversation about how AI is reshaping customer support from...

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48:04

Let Go of the Legos: Why Delegation Makes You a...

Live Chat with Jen Weaver ·

2025/07/22

Ever 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 how hard it is to shift from individual contributor to team lead without drowning in tasks. In this episode, she gets real about the habits that don’t scale, the ones that do, and what it takes to rebuild your time management from the ground up. We get into the messy (but rewarding) process of spotting your own pitfa...

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40:52

What Makes People Stay: How to Lead Support Teams...

Live Chat with Jen Weaver ·

2025/07/08

Let’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 both a launchpad and a place worth landing? In this episode, I talk with Alex Plasket, one of those rare leaders who makes people want to stay. His team isn’t just high-performing; they genuinely like being there. And it’s not because of secret handshakes or group tattoos (although, that’d be iconic). It’s because Alex ...

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30:07

AI Isn't Plug-and-Play: How to Actually Get Support...

Live Chat with Jen Weaver ·

2025/06/24

No 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, pressure, and a lot of “what now?” moments for team leads. But what does a realistic AI strategy actually look like? This week on Live Chat with Jen Weaver, I’m joined by Craig Stoss, VP of Partner Solutions at Kodif, for a conversation that cuts through the noise. Craig’s back to break down a real-world approa...

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37:54

Metrics to Track or Toss: Craig Stoss’s 5-Step System...

Live Chat with Jen Weaver ·

2025/06/10

Support 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 talk about the two biggest data mistakes support teams keep making and how to fix them. Craig’s been in the CX and support world for over 25 years, and he’s walking us through his 5-step system to simplify metrics. We get into why rigid dropdowns and single-select fields cause more harm than good, how to figure out wh...

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40:13

Turn Metrics Into Momentum: Mario Guisado’s...

Live Chat with Jen Weaver ·

2025/05/27

Have 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 dashboards that actually tell a story. Mario walks through his six-step process for making data useful: how to choose the right metrics for the right audience, resonate with your leadership, and build something that supports real change across your organization. Whether you're cleaning up a messy reporting system or sta...

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45:19

From Lead to Head of Support: A Blueprint for Your...

Live Chat with Jen Weaver ·

2025/05/13

What 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 the first 90 days of head-of life. From auditing global coverage and designing on-call rotations, to redefining escalation paths and collaborating cross-functionally, Idit offers a real-world blueprint for scaling support the right way. If you’re stepping into a leadership role or looking to build a healthier, more sc...

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43:25

Trust Builds Teams: Alex Armstead’s Support Ops...

Live Chat with Jen Weaver ·

2025/04/22

What 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 nearly a decade at Clever (a unicorn in the tech world 🦄) and roots in both teaching and support, Alex shares exactly how they’ve built internal systems that support retention, cross-functional visibility, and real professional growth. Whether you’re a Support Manager, CX Ops leader, or mid-level IC looking to step

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40:01

The $5 Million Safety Net: How to Build Premier...

Live Chat with Jen Weaver ·

2025/04/15

What 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 delivers real relationships and real retention. With 20+ years leading global support orgs at B2B SaaS companies, Miles joins our us to unpack how to design and launch a Premier Support offering that actually works—without overwhelming your team or alienating your customers. What you’ll find in this episode 💡When

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39:35

Courage to Teach: How Help Scout Turns Classes into...

Live Chat with Jen Weaver ·

2025/03/31

What 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 Education Lead at Help Scout, joins Jen to break down how she turned live classes into a high-converting, one-to-many program. With a background in support and onboarding at places like Zapier, Highrise, and Customer.io, Alison brings 10+ years of experience and an incredibly practical approach. She shares the full blueprint...

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45:55

Tone Matters: The Document That Keeps Buzzsprout’s...

Live Chat with Jen Weaver ·

2025/03/18

How 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. Priscilla Brooke, Head of Podcaster Success at Buzzsprout, joins us to share how her team created a Tone Document that ensures every interaction stays clear, friendly, and aligned with their brand. In this episode, we cover: ✅ How Buzzsprout’s values shaped their tone guidelines ✅ The 4 key tone pillars they use to maint...

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40:11

Agile CX: Steph Uses Dev Sprints to Focus Team Energy

Live Chat with Jen Weaver ·

2025/03/04

Steph 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 to CX. In this episode, Steph shares how she adapted the sprint framework to fit her team’s workflow, helping them stay focused, reduce redundant work, and increase feature adoption. She walks us through: ✅ How being curious beyond her role led her to a game-changing solution ✅ The exact steps she took to implement sp...

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34:23

From Zero to Scalable: Brittany Ferguson Builds...

Live Chat with Jen Weaver ·

2025/02/19

Starting 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 support teams thrive, even when it’s just one person. 🎥 Watch on YouTube 📑 Download the step-by-step guide This podcast is brought to you by Supportman.io, providing instant QA and conversation management from Intercom to Slack. Chapters 00:00 Introduction to Customer Support Leadership 00:08 The Startup Environ...

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39:01

Unlocking Efficiency: Rob Dwyer’s Approach to...

Live Chat with Jen Weaver ·

2025/02/04

Support teams juggle way too many manual tasks—from sending training invites to formatting reports and tracking progress. But what if you could automate it all with the tools you already have? In this episode, Rob Dwyer from Happitu shares how he used VBA inside Microsoft tools to eliminate repetitive work, saving hours every week on training, onboarding, and QA. You’ll learn: ✅ How to identify automation-ready tasks ✅ The exact tools Rob used to streamline workflows ✅ How non-coders can st...

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23 results

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