Growth Support
Episodes
Evolving CX Leadership with Ty Givens
28 Nov 2025
Contributed by Lukas
In this conversation, we’re talking about the evolution and maturity of CX leadership , exploring key insights with our guest, Ty Givens, Founder of...
Customer Advocacy with Meghan Gallagher
16 Oct 2025
Contributed by Lukas
In this conversation, we talk effective customer advocacy and advocating for support teams with Meghan Gallagher, a support operations professional an...
Leading by Example with Luke Atkins
11 Sep 2025
Contributed by Lukas
Luke Atkins, Senior Support Specialist at Front, joins Growth Support to explore life, growth, and opportunities in Support. We talk through his journ...
Customer Education with Alison Groves
04 Sep 2025
Contributed by Lukas
In this conversation, we’re talking about the power of customer education, with Alison Groves, Customer Education Lead at Help Scout. Together, we d...
Scaling From Zero with Dan Hoffkins
23 Aug 2025
Contributed by Lukas
In this episode, we dive deep into the process of building a support organization from scratch, exploring key insights with our guest, Daniel Hoffkins...
Being a Sponsor with Alisha Joesph
05 Jun 2025
Contributed by Lukas
In this conversation we’re talking about the distinction between mentorship and sponsorship with our guest, Alisha Joseph. Drawing from over 15 year...
Leading From the Middle with Jenny Chudy
27 May 2025
Contributed by Lukas
In this episode, we dive deep into the unique challenges and rewards of leading from the middle, exploring key insights with our guest, Jenny Chudy. T...
Knowledge Sharing with Andre Linde
22 May 2025
Contributed by Lukas
Support veteran Andre Linde joins to tackle one of the most persistent challenges in Customer Support: knowledge gaps. Whether it's tribal knowledge, ...
Expanding Content with Sara Feldman
15 May 2025
Contributed by Lukas
Explore how support teams can borrow tactics from marketing to create smarter, more human experiences that anticipate needs, build trust, and drive va...
From Agent to CEO with Nivedha Venkatesh
07 May 2025
Contributed by Lukas
Nivedha Venkatesh, founder of Pageloop and former support leader at Postman, Zapier, and more joins growth Support this week! We're exploring what it ...
All-Company Support with Priscilla Brooke
01 May 2025
Contributed by Lukas
In this episode, Neal Travis speaks with Priscilla Brooke, Head of Podcaster Success at Buzzsprout and host of Happy to Help, about how involving the ...
Breaking the Mold with Jamey Lutz
24 Apr 2025
Contributed by Lukas
In this episode, Neal Travis speaks with Jamey Lutz, author of Pathway to Purpose and longtime CX and culture expert, about how to move beyond “bett...
Employee Experience with Stephen Nock
17 Apr 2025
Contributed by Lukas
In this episode, Neal Travis chats with coach and former CX leader Stephen Nock about the deep connection between employee experience (EX) and custome...
Remote Culture with Kenji Hayward
10 Apr 2025
Contributed by Lukas
In this episode, Neal Travis chats with Kenji Hayward, Head of Support at Front, about how to intentionally build a strong and connected team culture ...
Path to Executive with Philippe Mesritz
03 Apr 2025
Contributed by Lukas
In this episode, Neal Travis sits down with Philippe Mesritz to explore what it really takes to grow from an individual contributor to executive leade...
Global Support with Idit Matas
26 Mar 2025
Contributed by Lukas
Thinking about expanding your Support coverage? Join Idit, and Neal as they explore:When would you really start to consider the need for additional co...
Skills & Strategies with Conor Pendergrast
19 Mar 2025
Contributed by Lukas
The skills you need to be a more strategic CX leader today!
Customer Centric with Susana de Sousa
13 Mar 2025
Contributed by Lukas
Being Customer Centric means adding value across the business for customers, teams, and the organization. It's not about labels. Susana de Sousa joins...
Proving Value with Kateryna Ostapenko
06 Mar 2025
Contributed by Lukas
In this episode, Neal Travis is joined by Kateryna Ostapenko, VP of Operations at BLEND, to explore how support teams can demonstrate their value to t...
Adapting Support with Brittany Ferguson
27 Feb 2025
Contributed by Lukas
What's it like working in Support for so many different industries? What about Startups?Brittany Ferguson joins this conversation to talk about just t...
Community & Mentors with Hilary Dudek
20 Feb 2025
Contributed by Lukas
Join Hilary Dudek and I as we talk about leveraging the Community and Mentors for growth in your career. We're talking helpers helping helpers! Some p...
Value and Friction with Craig Stoss
13 Feb 2025
Contributed by Lukas
We're measuring the customer experience wrong. Traditionally we use metrics that focus so much on how we handle the experience, but we don't measure t...
Support OKRs with Stacy Justino
06 Feb 2025
Contributed by Lukas
Ever thought you're just stuck in the day-to-day? Then you tried to move the team forward? Enter: Objectives and Key Results (OKRs)Stacy Justino joins...
Support Skill Sets with Thibaut Martin
29 Jan 2025
Contributed by Lukas
What does it mean to be a solid Support Specialist? Thibaut Martin, COO & Co-founder of Smart Role joins me for a conversation to talk about the k...
Internal Quality with Kateryna Shelest
22 Jan 2025
Contributed by Lukas
CSAT doesn't paint the whole picture. Kateryna Shelest, Co-Founder & CEO of Katico, joins me for this conversation to talk about Internal Quality ...
Support Content with Maring Eberlein
20 Jan 2025
Contributed by Lukas
Meet Maring 👋 Maring is a Support Content consultant with years of expertise in creating Support Content strategy. Fully managing Help Centers and ...
Customer Insights with Ilai Szpiezak
11 Dec 2024
Contributed by Lukas
Voice of the Customer (VoC) programs have been around for a LONG time. But why is it only now that the buzz around the need for VoC is greater than ev...
Scaling People with Reagan Helms
20 Nov 2024
Contributed by Lukas
Growing with an organization can come with many different phases. Reagan Helms, VP of Customer Experience @ Planning Center joins me to share his expe...
Being a Cost Center with Brian Levine
11 Nov 2024
Contributed by Lukas
Hot Take 🌶️ Support is a cost center. But.. is it really a hot take? Brian Levine, Co-Founder of Yetto joins me for this conversation to talk abo...
The Value of Support with Nando Steenhuis
05 Nov 2024
Contributed by Lukas
Nando Steenhuis, Co-Founder and CEO of the Academy to Innovate HR (AIHR) joins me to share his perspective from the side of the business on:Support a...
Planning for 2025 with Conor Pendergrast
23 Oct 2024
Contributed by Lukas
Conor joins me for a conversation about how to evaluate your current state of Support and how to go about planning for 2025. We dive into the key area...
Defining Values with Paul Tucker
08 Oct 2024
Contributed by Lukas
Paul Tucker joins me in this episode to talk about Company values, and what they can mean for the humans in your organization. We talk about:What are ...
Skills That Transfer with Jared Call
01 Oct 2024
Contributed by Lukas
There are so many skills that you pick up throughout your time in Support, and in many instances those roles can also feel wildly unique. Jared Call j...
Building a Taxonomy with Nick Cannariato
17 Sep 2024
Contributed by Lukas
Best practices when building your tagging setup and collecting data in Support.
Starting with AI with Mike Heap
10 Sep 2024
Contributed by Lukas
A practical walkthrough of implementing AI within your organization. Best practices, traps to look out for, and more!
Support & Success with Jen Weaver
09 Aug 2024
Contributed by Lukas
Jen Weaver, CSM at Tettra sharing her experience transitioning from Support to Success and some of the fundamentals surrounding both. This conversatio...
Relationship Building with Steve Tondè
26 Jun 2024
Contributed by Lukas
Join Steve and I as we talk about the importance of building relations within your organization and the many benefits that come along with that.How do...
Creating Community with Lizzie Keiper
13 Jun 2024
Contributed by Lukas
If you’re a part of Support Driven, you know Lizzie. And if you’re not, you should be!Lizzie Keiper, the former Director of Events at Support Driv...
Beyond CSAT with Sarah Betts
24 Apr 2024
Contributed by Lukas
Join Sarah Betts, the former Director of Alyce Support at Sendoso, and I as we talk about measuring what matters beyond CSAT. - Why CSAT does function...
Ticket Prevention with Rolf Middendorp
15 Apr 2024
Contributed by Lukas
Rolf Middendorp, joins Growth Support to talk about scaling Support, and solving the real problems with Ticket Prevention and how GenAI plays a role i...
Scaling Support with Susana de Sousa
11 Apr 2024
Contributed by Lukas
Susana de Sousa, a Customer Experience Consultant that partners with early-stage tech startups to design scalable CX strategies, shares her exper...
Learning to Lead with Alex Plasket
03 Apr 2024
Contributed by Lukas
Alex Plasket, Member Support Manager at Paytient, shares his experience growing into Support Leadership, his learnings along the way, and where he goe...
Leading People First with Marybeth Alexander
25 Mar 2024
Contributed by Lukas
Marybeth Alexander, the CEO of KnowledgeOwl is back for another conversation! Last time we talked about building your first Help Center, and we’...
Setting the Standard with Sarah Caminiti
18 Mar 2024
Contributed by Lukas
Sarah Caminiti, Head of US Customer Service at Abcam and Host of Epochal Growth, joins Growth Support to share her story about what great support look...
Incident Management with Kat Gaines
30 Jan 2024
Contributed by Lukas
Kat Gaines, DevOps Advocate at PagerDuty , joins Growth Support to talk through how to set yourself up for success when it managing incidents and...
Strategy to Action with Andrew Ríos
21 Jan 2024
Contributed by Lukas
Andrew Ríos returns to Growth Support to share insights on how to turn your strategy into a reality and make it happen! How far in advance do you pla...
KCS Kick-Starter with Sarah Feldman
20 Dec 2023
Contributed by Lukas
Sara Feldman, the Director of Member Engagement at the Consortium for Service Innovation joins Growth Support to talk about starting your journey into...
Remote Onboarding with Laura Bedoya
13 Dec 2023
Contributed by Lukas
Laura joins this episode of Growth Support to share her experience in support, and what it's like to onboard with her in a fully remote company! She s...
Getting Into Support Ops with Sarah Cullerton
05 Dec 2023
Contributed by Lukas
Sarah Cullerton joins this episode of Growth Support to talk about her journey in Support Operations, the competencies that can make you successful, a...
Manage Your Tech Stack with Matt Beran
08 Nov 2023
Contributed by Lukas
Matt Beran joins this episode of Growth Support to talk about choosing the tools that work for you, how to optimize them, avoiding tech debt early, an...
Shifts in SaaS Support with Maxime Manseau
24 Oct 2023
Contributed by Lukas
Maxime joins Growth Support to share his thoughts on how the state of SaaS Support has changed, where it is now, and where it's headed into the future...
Support Reports People Will Love with Andrew Ríos
22 Oct 2023
Contributed by Lukas
Knowing what information to share with the Business about your Support Function can be challenging... but it's critical. Ríos joins me for this conve...
Unlocking AI Potential with Austin Emser
10 Oct 2023
Contributed by Lukas
Austin Emser, the CoFounder and CEO of Stylo, joins Growth Support to talk about AI safety and best practices to get started with unlocking the power ...
Your First Help Center with Marybeth Alexander
08 Oct 2023
Contributed by Lukas
Join Marybeth and I, as we walk through how to get started with setting up your first Help Center. All the way from choosing the right tool, organizin...
Personal Performance with Amiee Twigg
02 Oct 2023
Contributed by Lukas
Understanding the why behind performance can go such a long way to creating a healthy and high-performing team!In this conversation, Amiee and I discu...
Discovering Leadership with Matt Dale
27 Sep 2023
Contributed by Lukas
Finding out if leadership is right for you can be tough! And developing leaders within your teams, even more so. I was really curious to see how Matt ...
Business Outcomes with Tom Sweeny
12 Sep 2023
Contributed by Lukas
Since 2004, ServiceXRG has been guiding Support, Customer Success, and CX leaders in their pursuit to optimize delivery strategies, adopt technology a...