Leading by Example with Luke Atkins

In this conversation, we explore the evolving landscape of community building and the enduring value of face-to-face interaction with Sarah Hatter, founder of Elevate CX. Together, we discuss the challenges of maintaining authenticity in an increasingly digital world, the shift toward smaller, more curated gatherings, and how to combat "AI fatigue" by prioritizing real-world expertise and genuine human relationships.

In this conversation, we’re talking about B2C (Business-to-Customer) and B2B (Business-to-Business) Support with Elsa Tranquillo. We explore the shift from managing high-volume, emotional end-user interactions to fostering long-term, trust-based professional partnerships. Elsa shares her journey of moving between these environments, the cultural nuances of global support, and the critical importance of internal documentation and networking.

In this conversation, we’re talking about the evolution and maturity of CX leadership , exploring key insights with our guest, Ty Givens, Founder of CX Collective. Together, we discuss the operational challenges faced by startup CX teams, the scope of modern support leader roles, and the importance of managing one's personal brand, sharing real-world experiences, industry expertise, and actionable takeaways.

In this conversation, we talk effective customer advocacy and advocating for support teams with Meghan Gallagher, a support operations professional and consultant. We discuss moving beyond isolated Slack messages to build powerful, data-backed stories for product teams. Meghan shares strategies for bridging the gap with product and engineering, proactive trend spotting, and the powerful impact of improving internal support processes.

Luke Atkins, Senior Support Specialist at Front, joins Growth Support to explore life, growth, and opportunities in Support. We talk through his journey from videography to support, highlighting the unexpected challenges and essential skills needed to succeed. Luke shares his insights on the power of emotional intelligence, the art of the "first reply," and how to drive personal and professional growth by leading by example.

In this conversation, we’re talking about the power of customer education, with Alison Groves, Customer Education Lead at Help Scout. Together, we discuss the difference between teaching "how" to use a product versus explaining the "why," sharing real-world experiences, the importance of cross-functional relationships, and actionable takeaways for building trust with customers through education.

In this episode, we dive deep into the process of building a support organization from scratch, exploring key insights with our guest, Daniel Hoffkins, Head of Operations and Business Development at Certainly CX. Together, we discuss the differences between a greenfield approach and working with existing structures, sharing real-world experiences, industry expertise, and actionable takeaways for new support builders.

In this conversation we’re talking about the distinction between mentorship and sponsorship with our guest, Alisha Joseph. Drawing from over 15 years in the support industry, Alisha shares her journey from frontline agent to senior leadership, offering invaluable insights into how leaders can effectively identify, develop, and advocate for talent within their organizations. She introduces a practical framework for transitioning individuals from mentorship to impactful sponsorship, highlighting the importance of strategic opportunity creation and unwavering support.Key Topics DiscussedMentorship vs. Sponsorship: Defining the Difference Mentorship focuses on building skills, visibility, and credibility, often involving guidance and best practices for personal and professional development. Sponsorship, on the other hand, takes those developed skills and significant impacts to the next level by providing major visibility, introducing individuals to key decision-makers, and creating opportunities for career advancement. "So where mentorship is a lot of that teaching and guiding sponsorship is kind of putting your your actions where your mouth is essentially and getting people in the room, right?" Insights from Alisha on how a leader's success isn't just about keeping people in support, but helping them grow their careers in any direction. The Transition from Mentorship to Strategic SponsorshipAlisha emphasizes a transparent, structured approach to talent development, starting with a comprehensive assessment of an individual's accomplishments, impact, and areas for improvement. Once foundational skills are solid, strategic sponsorship begins by collaborating with other stakeholders to create high-visibility opportunities that align with business objectives and key performance indicators. "So, I like to meet people where they are and and take a look at what they've accomplished, how it has tied into the bigger aspect of the business, and then I'm looking at what they need to improve." Real-world examples shared by Alisha, including setting up an agent to present training impact to senior leaders by translating support achievements into business language and numbers. Navigating Setbacks and Sustaining SponsorshipSponsorship can involve "sink or swim" moments. When individuals "sink," Alisha advocates for transparent conversations, allowing time for emotional processing, and a return to targeted mentorship to address gaps. This involves re-evaluating the approach, providing specific feedback, and potentially starting with smaller-scale opportunities before re-engaging at a higher level. "But you have to be you have to understand the language. You have to understand what's important, what they want to focus on, what those conversation looks like..." How this impacts the need for leaders to advocate for their teams by understanding organizational goals and translating support value into business outcomes, avoiding the trap of adding work just for the sake of it. Memorable Quotes"Sponsorship is just simply taking it to the next level with your career and being able to show what you've done on a bigger scale." "The transparency is what it is, even though it may sting and it may sting for a while. The transparency is what's helped people overcome it." "Serving for me is always first. If you don't serve, I don't I don't see why you here. Like, I don't see why. You’ve got to serve." TakeawaysStrategic Opportunity Creation: When sponsoring, intentionally create opportunities that directly tie back to organizational goals, driving measurable business impact rather than just adding tasks for skill development.Maintain the Mentorship Thread: Sponsorship doesn't replace mentorship; it builds upon it. Continue providing coaching and feedback, especially after challenging experiences, to reinforce learning and prepare individuals for future opportunities.Serve with Intention: A core principle of leadership, especially in the support industry, is to serve your team, customers, and stakeholders. This commitment ensures you're consistently working to uplift others and contribute to collective success.

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. Together, we discuss the "sandwich" position between executive leadership and the front lines, sharing real-world experiences, a five-component framework for effective middle management, and actionable takeaways for thriving in this crucial role.

Support veteran Andre Linde joins to tackle one of the most persistent challenges in Customer Support: knowledge gaps. Whether it's tribal knowledge, outdated docs, or cross-functional confusion, they explore practical ways support teams can take ownership of knowledge sharing — and use it as a lever for growth, collaboration, and professional development.