Live Chat with Jen Weaver
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.
Podcasting since 2024 • 19 episodes
Live Chat with Jen Weaver
Latest Episodes
Prevention-First QA to Rocket Your Team to 97-Plus-Percent CSAT | Episode 19
If your QA process is just a checklist, you are wasting time, money, and customer trust.Today, I’m talking with Chloé Koers-Bourrat, Process and Productivity Manager, Support Operations at Smartly, who built a prevention-first QA program...
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Season 1
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Episode 19
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31:08
Stop Hoarding QA: How to Use Feedback to Fuel Support Team Growth | Episode 18
"I'm not here to catch your mistakes, I'm trying to get customers to stop yelling at you." - Amanda DrwsThat’s how Amanda Drws thinks about QA, and it’s a big reason her teams trust the process instead of fearing it.In th...
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Season 1
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Episode 18
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28:48
How to Use AI to Audit, Scale, and Train Your Team With Confidence | Episode 17
AI isn't something you turn on like flipping a switch. Chances are, your team is already using it. That chatbot pilot you ran and the sentiment analysis humming along in your stack, those are AI at work. The challenge isn't adoption, it's makin...
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Season 1
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Episode 17
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37:49
Let Go of the Legos: Why Delegation Makes You a Better Leader | Episode 16
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...
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Season 1
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Episode 16
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48:04
What Makes People Stay: How to Lead Support Teams with Purpose | Episode 15
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...
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Season 1
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Episode 15
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40:52
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