Live Chat with Jen Weaver
Live Chat with Jen Weaver
Podcast Description
Live Chat with Jen Weaver is your go-to resource for quick, actionable insights into customer support operations. Designed for decision-makers on support and services teams, we deliver bite-sized episodes that 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.
Podcast Insights
Content Themes
The podcast centers around customer support efficiency and operational strategies, featuring episodes that tackle automation techniques, escalation processes, and team readiness for product launches. For instance, Rob Dwyer's episode discusses using automation to reduce manual tasks, while Ashley Gutierrez-Seiler covers strategies for smooth product releases.
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.
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 reports that don’t just capture numbers, they tell the story of what’s really happening with your customers and your company.
Highlights from our conversation:
✔️ Resetting on Sunday to scan chats and set Monday priorities
✔️ Building a lightweight support report that tracks who called, why, and what you did
✔️ Sharing reports with purpose: team first, then your boss, then the wider org
✔️ Framing every number with the six W’s: who, what, when, where, why, and what’s next
✔️ Modeling healthy communication to keep teams focused and balanced
✔️ Blending reflection with motion through walk-and-talks and Friday wins
✔️ Choosing progress over polish by shipping early drafts and iterating later
If you’re a support or CX leader, this chat will give you practical steps you can actually use to keep your team motivated and make your reports resonate across the company.
Resources:
🤝 Connect with Andrew “Coach” Rios on LinkedIn
📬 Get weekly tactical CX and Support Ops tips in our Support Leaders Newsletter
🎙 Listen to more episodes of Live Chat with Jen Weaver
Sponsors:
🔧 Learn more about Supportman
Keep in Touch:
💼 Connect with Jen Weaver on LinkedIn
📺 Subscribe for more CX leadership insights on YouTube
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