Season 3 of the smash hit FX/Hulu show “The Bear” roared to life just days ago, but Will Poulter (the actor who plays fan-favorite Luca) and 2014 F&W Best New Chef Dave Beran had been prepping for weeks. Poulter — like his co-star Jeremy Allen White — staged with Beran at his Santa Monica restaurant Pasjoli to learn how to accurately portray a professional chef onscreen. The lessons went so well, Beran says he’d hire Poulter as a cook — even despite a messy mishap with a pastry bag. The two dished all about getting kitchen culture right on and offscreen, what it takes to be at the top of your craft, and the pure magic of a great restaurant service. Learn more about your ad choices. Visit podcastchoices.com/adchoices…
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Inhalt bereitgestellt von Jen Weaver. Alle Podcast-Inhalte, einschließlich Episoden, Grafiken und Podcast-Beschreibungen, werden direkt von Jen Weaver oder seinem Podcast-Plattformpartner hochgeladen und bereitgestellt. Wenn Sie glauben, dass jemand Ihr urheberrechtlich geschütztes Werk ohne Ihre Erlaubnis nutzt, können Sie dem hier beschriebenen Verfahren folgen https://de.player.fm/legal.
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.
Sign up to get access to our full downloadable library of support playbooks and templates!
12 Episoden
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Alle als (un)gespielt markieren ...
Manage series 3625122
Inhalt bereitgestellt von Jen Weaver. Alle Podcast-Inhalte, einschließlich Episoden, Grafiken und Podcast-Beschreibungen, werden direkt von Jen Weaver oder seinem Podcast-Plattformpartner hochgeladen und bereitgestellt. Wenn Sie glauben, dass jemand Ihr urheberrechtlich geschütztes Werk ohne Ihre Erlaubnis nutzt, können Sie dem hier beschriebenen Verfahren folgen https://de.player.fm/legal.
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.
Sign up to get access to our full downloadable library of support playbooks and templates!
12 Episoden
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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 starting fresh, this conversation will help you create dashboards with purpose and with people in mind. 🔧 Sponsored by Supportman.io linking Intercom to Slack for instant made-for-you ticket QA. Key Points Define a keystone metric and build your story around it Differentiate internal coaching data from external leadership reporting Test metrics before locking them in Build your dashboard after you understand the story Avoid common pitfalls like over-reporting or frequent change Your Next Moves: 💬Follow Mario Guisado on LinkedIn: https://www.linkedin.com/in/mario-guisado/ 📬 Get Weekly Tactical CX and Support Ops Tips: https://live-chat-with-jen.beehiiv.com/ 🎙️ More Episodes of Live Chat with Jen Weaver: https://www.buzzsprout.com/2433498 👩💼 Connect with Jen: https://www.linkedin.com/in/jen-weaver/ 🤖 Sponsor Link: https://supportman.io Episode Time Stamps: 0:00 Intro 1:52 Getting Started - How Mario Landed in Data 3:03 Step 1 - Pick Your Keystone Metrics 8:59 Step 2: Identify Supporting Data 12:44 Step 3: Pressure Test Your Story 17:56 Recap and Step 4: Build a Shareable Format 29:18 Step 5: Watch for Common Pitfalls 32:41 Step 6: Iterate as You Grow…
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 scalable support function—this is the episode for you. This podcast is sponsored by Supportman.io , which connects Intercom to Slack and uses AI to give agents feedback and surface problems in real time. 🔍 What You’ll Learn in This Episode 💡 How to audit global coverage based on SLA—not assumptions 💡 Why asking people to work outside of normal hours kills retention 💡 A step-by-step approach to on-call rotation and compensation 💡 Escalation workflows that don’t frustrate engineers or support 💡 How to use AI as a first responder and tie it to human backup 💡 Creating strategic projects that drive revenue and retention 📌 Your Action Kit 👤 Connect with Idit Matas on LinkedIn: https://www.linkedin.com/in/iditmatas/ 📬 Get Tactical Support Ops Tips Weekly: Newsletter 🎧 More Episodes of Live Chat with Jen Weaver : Buzzsprout 💼 Follow Jen on LinkedIn: https://www.linkedin.com/in/jen-weaver/ 🛠️ Try Supportman: https://supportman.io…
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 into more influence, this episode is a practical guide to people-first growth, without chasing titles or burning out. 🔧 Sponsored by Supportman.io What You’ll Find in This Episode 💡 Why psychological safety drives better performance 💡How to build meaningful career paths—whether or not they lead to people management 💡The systems that make anonymous feedback actually work 💡Why middle management deserves more resources 💡How to spot (and support) emerging leaders before they get burnt out 📌 Your Action Kit 👤 Connect with Alex Armstead on LinkedIn 📬 Get Weekly Tactical CX and Support Ops Tips 🎧 Get more episodes of Live Chat with Jen Weaver…
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 (and why) to launch a premium support program 💡The strategy behind dedicated vs designated support roles 💡Why soft skills always win when hiring for premium support roles 💡What systems and tools you must have in place to make it scale 💡When to charge (and how much) 🔧 Check out our sponsor Supportman.io for instant AI quality review in Slack. 🔗 Links & Resources 🤝 Connect with Miles Goldstein on LinkedIn 📬 Get Weekly Tactical CX and Support Ops Tips: Live Chat Newsletter 🎧 Keep Listening: Find more episodes of Live Chat with Jen Weaver…
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: from tooling and scripting to scaling and training others—plus how she gets measurable results (like 60% trial conversion) while keeping the experience warm and human. Whether you're building onboarding, demos, or customer education, this episode is packed with real tactics and zero fluff. 🔧 Sponsored by Supportman.io Key Points 🔑 Why one-to-one demos don’t scale—and how Alison knew it was time to change 🔑 How Help Scout uses Zoom, HubSpot, and Contentful to create a seamless signup-to-class flow 🔑 The exact script + training process that helps her scale classes across teammates 🔑 Tips for running live sessions without burnout—including what to do when you don’t know the answer 🔑 How to measure success beyond just conversions (and why customer feedback matters most) 🔗 Links 📖 Help Scout Blog Post: How We Run Live Classes 📬 Get Weekly Tactical CX and Support Ops Tips: Live Chat Newsletter 🎙️ More Episodes of Live Chat with Jen Weaver: Browse All Episodes ⏱️ Episode Time Stamps 00:00 – Alison’s background and origin story for live classes 03:30 – The moment she knew 1:1 wasn’t sustainable 06:45 – What “one-to-many” looks like and how they set it up 09:00 – Tech stack: Zoom + HubSpot + Contentful 12:15 – Self-serve signup flow and automation 15:00 – Why one class is better than splitting audiences 18:00 – How they measure conversions and prove ROI 21:00 – Scaling to teammates: her exact training process 25:00 – Why scripted sessions work (and unscripted ones don’t) 28:00 – Tips for practicing and getting your timing right 30:00 – Handling Q&A without derailing your session 33:00 – How product changes impact education 35:00 – Final advice: Just start. Don’t wait for perfect.…
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 maintain consistency ✅ How they train, QA, and reinforce great communication ✅ The impact of a unified tone on trust and efficiency ✅ Steps to build your own tone document for scalable support Links & Resources: 🔗 Listen to Priscilla Brooke on the Happy to Help podcast: https://happytohelp.buzzsprout.com/ 🔗 Exclusive resources for this episode, including a worksheet and template: https://drive.google.com/drive/folders/1f3h-ZDr2Z7eSECr3Rd1h-PESsib2I1EQ?usp=sharing Take Action: 📩 Get Weekly Tactical CX and Support Ops Tips: https://live-chat-with-jen.beehiiv.com/ 🦸 Check out our sponsor: Supportman.io Episode Time Stamps: 00:00 – Introduction to the episode & topic 02:15 – Meet Priscilla Brooke & Buzzsprout’s Support Strategy 05:30 – The importance of tone in written support 10:45 – How Buzzsprout built their Tone Document 15:20 – Training and reinforcing tone within the team 20:40 – Measuring success & impact on customer trust 25:55 – How you can build a Tone Document for your team 30:15 – Final thoughts & actionable takeaways…
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 sprints for her team ✅ How she used ChatGPT and Slack Lists to refine and track their process ✅ The surprising insights that helped them shift from 1:1 meetings to scalable customer education ✅ How sprint retros helped them continuously improve and optimize CX This episode is packed with even more resources than any of our other episodes: visit our resource hub for meeting notes, Steph's playbook, and her repeatable project plan. And subscribe to our email newsletter to get access to the full library of resources from every episode! 🎧 Hit play and learn how to bring Agile thinking to your CX team!…
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 Environment and Its Challenges 01:44 Understanding the Customer Journey 03:09 Building Effective Processes from Scratch 05:04 Setting Up a Support System 06:25 Creating a Knowledge Base 07:00 Utilizing AI in Customer Support 07:39 Feedback Loops and Customer Engagement 08:03 Scaling the Support Team 08:23 Preparing for Future Growth 09:50 The Importance of Communication 10:58 Planning for Absences and Documentation 14:36 Building Strong Customer Relationships 16:11 The Role of Customer Feedback in Product Management 18:15 Automating Customer Support Processes 20:59 Transforming Customer Support into a Revenue Generator 22:25 Maintaining Documentation and Processes 24:18 The Importance of Community and Networking…
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 start automating with AI-generated scripts ✅ Why automation isn’t about replacing people—it’s about freeing them up for higher-value work 🚀 Listen now and start automating! 📩 Get weekly tactical CX & support ops tips → https://live-chat-with-jen.beehiiv.com/ 🔗 More episodes of Live Chat with Jen Weaver → https://www.buzzsprout.com/2433498 📑 Download Rob's automation template and playbook here → https://drive.google.com/drive/folders/1o9cPleC3alW3AV4rZc83V-M5F8ajsum0?usp=sharing Sponsored by Supportman.io…
I'm delighted to share episode 3 with Conor Pendergrast of CustomerSuccess.cx! In this episode, Conor shares how as the Senior Leader of Customer Success at Expensify, he handled the customer backlash after some contentious executive decisions. We talk about: The Turning Point: How Conor identified the need for an escalation process and brought senior leadership into the fold. Automation in Action: How keyword flags streamlined the transfer of heated conversations to leadership. Psychological Safety First: Why protecting frontline agents from abusive interactions is essential for team well-being. Manual Escalation Done Right: When and how support agents should escalate challenging conversations. Leadership Accountability: The surprising benefits of having senior leaders engage directly with customers. Practical Tips: How you can implement a similar escalation process, whether you’re using Help Scout, Zendesk, or Intercom. Of course we want you to listen to this insightful episode packed with strategies you can implement today, but also you can get Conor's playbook here . And get all our playbooks by subscribing to our email newsletter! ➡️ tettra.beehiiv.com/subscribe If that's not enough goodness for you, subscribe to Conor's newsletter for tons of useful CX content! ➡️ www.customersuccess.cx/newsletter…
Effortless product launches are possible! In this episode of Live Chat with Jen Weaver , we sit down with Ashley Gutierrez-Seiler from YNAB to uncover her proven strategy for preparing support teams for fast-paced feature releases. As a Product Support Liaison, Ashley bridges the gap between customers and product teams, ensuring smooth communication, up-to-date training, and a seamless customer experience. Tune in to learn how Ashley uses tools like Asana, Guru, and TextExpander to create scalable processes, anticipate customer needs, and empower her team to handle any release with confidence. Whether you're in customer support or product enablement, this episode is packed with actionable insights to help your team thrive. 🎧 Subscribe to our newsletter now: https://live-chat-with-jen.beehiiv.com We'll send you a link to download our free step-by-step playbook with Ashley’s templates and tips! #CustomerSupport #ProductEnablement #SaaS #ProductReleases…
Connect With Us: Subscribe to get episodes over email ! Meet Meg Palazzolo , a customer success leader with 15 years of experience building and scaling customer-facing teams. Currently at a stealth-mode startup, Meg is using AI to manage multiple hats and streamline workflows in early-stage operations. AI as a Second Brain: Meg shares how she leverages tools like Claude and ChatGPT for everything from crafting customer journey maps to developing content strategies. Creating a Customer Journey Map with AI: Meg walked us through her process of feeding ideas into AI, refining outputs, and creating a visual customer journey map in just 15 minutes—a task that might have taken hours otherwise. AI as a Collaborative Partner: Meg uses AI iteratively—adjusting prompts and refining outputs until the results align with her needs. Featured Tools : Claude by Anthropic: Streamline customer journey mapping and other workflows. ChatGPT : Your go-to tool for brainstorming, drafting, and productivity hacks. Intercom , HubSpot , Calendly , and Notion : Tools Meg recommends for startups building their tech stack. Communities Mentioned : Support Driven : A free community for customer support professionals. Elevate : A community to connect and grow in customer success. Jen’s Closing Thoughts : This episode underscores the transformative power of AI in modern workflows, especially in startup environments where time and resources are limited. Whether you’re drafting a customer journey map or building a content strategy, AI can help you work smarter, not harder. Subscribe & Share : If you enjoyed this episode, don’t forget to subscribe , rate , and review ! Your support helps us bring more actionable insights to professionals like you. ✨ Let’s keep the conversation going—reach out with your challenges, and we’ll find an expert to help solve them!…
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