Live Chat with Jen Weaver – Détails, épisodes et analyse

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Live Chat with Jen Weaver

Jen Weaver

Business & Entrepreneuriat

Fréquence : 1 épisode/14j. Total Éps: 16

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.

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Apple Podcasts

🇨🇦 Canada - management
25/07/2025
#76

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Aucun classement récent disponible

Liens partagés entre épisodes et podcasts

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https://live-chat-with-jen.beehiiv.com/
17 partages
https://supportman.io
11 partages
http://supportman.io?utm_source=lcwjw
4 partages

https://www.linkedin.com/in/jen-weaver/
11 partages
https://www.linkedin.com/in/alex-plasket/
2 partages

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À améliorer

Score global : 68%

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Let Go of the Legos: Why Delegation Makes You a Better Leader | Episode 16

Saison 1 · Épisode 16

mardi 22 juillet 2025 • Durée 48:04

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 pitfalls, building a planning rhythm that sticks, and coaching your team to find their own flow, instead of just copying yours.

Here’s what we dig into:

Why the move from IC to manager breaks your old time habits
How Elyse sets a yearly-to-daily cadence to stay focused
Her go-to frameworks for prioritizing (Rule of 3 + Eisenhower Matrix)
How to coach time management without micromanaging

Whether you're scaling a team or just trying to tame your own calendar, this episode gives you a toolkit (and mindset) for leading with clarity and care.

Keep Exploring:

📬 Subscribe for weekly tactical tips → Get Weekly Tactical CX and Support Ops Tips

🔍 More of Elyse’s insights → Elyse Mankin on LinkedIn

🎙 Keep listening → More Episodes of Live Chat with Jen Weaver

🗣 Follow Jen for more CX conversations →Jen Weaver on LinkedIn

🤖 Sponsored by Supportman: https://supportman.io

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What Makes People Stay: How to Lead Support Teams with Purpose | Episode 15

Saison 1 · Épisode 15

mardi 8 juillet 2025 • Durée 40:52

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 builds culture from the inside out, starting with trust.

We’ll delve into his best practices for building high-retention, high-trust support teams. You’ll learn:

How to structure onboarding so it saves time in the long run.
Alex’s “problem vs concern” framework (I want him to write a book on this!).
The power of coaching with real conversations, not generic modules.
Ways to spot career growth opportunities before they’re even asked for.

Maybe you’re working on making onboarding less of a headache, or you’re trying to hang onto great people, or maybe you just want to help your team move up. Whatever the case, Alex offers a refreshingly real and useful approach to leading in support.

If you’re building a team and want it to feel more like a landing pad than a revolving door, this episode is for you.

Your Next Moves:

📧 Join the newsletter: https://live-chat-with-jen.beehiiv.com/

🔗 Follow Alex on LinkedIn: https://www.linkedin.com/in/alex-plasket/

👩‍💻 Connect with Jen: https://www.linkedin.com/in/jen-weaver/

🤖 Sponsored by Supportman: https://supportman.io

Agile CX: Steph Uses Dev Sprints to Focus Team Energy

Saison 1 · Épisode 6

mardi 4 mars 2025 • Durée 40:11

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!

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From Zero to Scalable: Brittany Ferguson Builds Support Teams

Saison 1 · Épisode 5

mercredi 19 février 2025 • Durée 34:23

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

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Unlocking Efficiency: Rob Dwyer’s Approach to Automating Support Operations

Saison 1 · Épisode 4

mardi 4 février 2025 • Durée 39:01

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

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