Live Chat with Jen Weaver – Details, episodes & analysis

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Live Chat with Jen Weaver

Jen Weaver

Business

Frequency: 1 episode/14d. Total Eps: 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

Spotify

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

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

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Score global : 68%

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

Season 1 · Episode 16

Tuesday, July 22, 2025 • Duration 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

Season 1 · Episode 15

Tuesday, July 8, 2025 • Duration 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

AI Isn't Plug-and-Play: How to Actually Get Support Data Right | Episode 14

Season 1 · Episode 14

Tuesday, June 24, 2025 • Duration 30:07

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 approach to using AI in support, with actual processes he’s refined over time. He even brings receipts, like the time AI caught a spike in… rotten sweet potatoes.

If you’re wondering where to start with AI or how to make sure it’s doing what you hired it for, this one will save you hours of trial and error.

🔧 Sponsored by Supportman.io, linking Intercom to Slack for instant, made-for-you ticket QA.

You'll learn:

A “crawl, walk, run” approach to AI that support teams can actually follow
How to clean and connect your support data across platforms like Intercom, Pendo, and your CRM
What to define before buying an AI tool and how to avoid mismatched solutions
Real-life examples of how AI can detect trends before humans do (yes, even rotten sweet potatoes)

Your Next Moves:

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

🔗 Try Craig’s Erlang Calculator: https://stoss.ca/erlang-model-calculator

📌 Learn more about Craig: https://stoss.ca

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

Metrics to Track or Toss: Craig Stoss’s 5-Step System to Simplify Support Data

Season 1 · Episode 13

Tuesday, June 10, 2025 • Duration 37:54

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 what metrics are worth tracking, and how AI tools are making clean data easier to access. If you’ve ever stared at a report and thought, “What am I even supposed to do with this?” you’re not alone. This episode will help you reset your approach and focus on what actually moves the needle.

🔧 Sponsored by Supportman.io, linking Intercom to Slack for instant, made-for-you ticket QA.

You’ll Learn:

The two biggest data mistakes support teams make (and how to avoid them).
Why single-select fields and rigid data structures kill your reporting.
How to approach capacity planning without overcomplicating it.
The two exact metrics you need to start capacity planning today.
Why migrating all your old data to a new system probably isn’t worth it.
How AI is Transforming Data Reporting and Why Rigid Categories Are Becoming Obsolete.

Timestamps:
00:00 – Intro
01:45 – The Biggest Data Mistakes Support Teams Make
08:30 – Why You’re Overcomplicating Capacity Planning
15:40 – The Only Two Metrics You Really Need
22:10 – How AI Is Changing Support Reporting
30:00 – What Data to Keep, What to Throw Away
35:50 – Final Advice for Support Leaders

Your Next Moves:

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

Turn Metrics Into Momentum: Mario Guisado’s Dashboards That Drive Results

Season 1 · Episode 12

Tuesday, May 27, 2025 • Duration 40:13

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

From Lead to Head of Support: A Blueprint for Your First Three Projects

Season 1 · Episode 11

Tuesday, May 13, 2025 • Duration 45:19

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

Trust Builds Teams: Alex Armstead’s Support Ops Strategies for Healthy Teams

Season 1 · Episode 10

Tuesday, April 22, 2025 • Duration 43:25

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

Live Chat with Jen Weaver – Details, episodes & analysis

Podcast details

Recent rankings

Apple Podcasts

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Latest published episodes

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Apple Podcasts

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Live Chat with Jen Weaver – Details, episodes & analysis

Podcast details

Recent rankings

Apple Podcasts

Spotify

Shared links between episodes and podcasts

Other13

LinkedIn8

RSS feed quality and score

Publication history

Latest published episodes

Similar podcasts and content

Related Shows Based on Content Similarities

Apple Podcasts

Spotify

Related Shows Based on Content Similarities

Other13

LinkedIn8

Buzzsprout2