Resonate Recordings https://resonaterecordings.com © 2026 Beyond the Queue: Inside Customer Support Stonly en-us Wed, 15 Apr 2026 23:59:12 +0000 Wed, 15 Apr 2026 23:59:12 +0000 https://www.stonly.com/podcasts https://storage.googleapis.com/com-resonaterecordings-public/cover-art/dK9dB7F73OOMqzMkxBmERTEcU6upO5jPW0n60eHK.png https://www.stonly.com/podcasts Stonly false episodic Stonly Stonly marketing@stonly.com No false How to Improve DEI in Customer Support (feat. Jordan Pedraza) Jordan Pedraza, VP of Global Support at Handshake, talks about how to improve DEI in customer support organizations and how support leaders can be more inclusive. She shares the amazing work she’s ... full f62e5300-ff3c-4be1-8fb2-9f45e99b5213 Wed, 06 Apr 2022 06:00:00 +0000 4115 false false Building a High-Velocity Customer Success Program (feat. Mo McKibbin) Mo McKibbin, Head of Customer Success at Moxion, explains the concept of high-velocity customer success and how the right mix of human-led and and digital-led processes can help CX teams offer a mo... full 97e3d3b9-42a9-4ace-bff7-51d5e948d357 Tue, 08 Mar 2022 07:00:00 +0000 3622 false false How to Build an Efficient High-Volume Interview Process (feat. Neil Smith) Neil Smith, Senior Director of Support at Iterable, shares how he’s built an effective, efficient, and inclusive interview process that helps him hire a lot of amazing people, fast. full 646990fb-62ce-4f18-9f6e-d62e2623a9d3 Tue, 11 Jan 2022 10:00:00 +0000 3086 false false 5 Steps Drift Used to Scale Up to 24/7 Support (feat. Ben Gardner) Ben Gardner, Director of Support at Drift, shares his 5-step process for expanding support from a 9-5 model to a 24/7, “follow the sun” model. full c40aecbc-46cf-4f79-895d-16dd4b2e6c46 Tue, 14 Dec 2021 10:00:00 +0000 2782 false false How Zapier Boosts Employee Retention and CSAT by 'Keeping Support Weird' (feat. Pam Dodrill) Pam Dodrill, Vice President of Customer Support and Success at Zapier, dives into the four tenants that help her team stay weird and authentic at work and how that helps them maintain a high CSAT, ... full 6459a78e-0d0c-43d7-a68e-8b3fc9b3e4e6 Tue, 30 Nov 2021 10:00:00 +0000 2211 false false How Veho Scaled Their Support Team by 5x in 8 Months (feat. Antonio King) Antonio King, Head of Support at Veho, shares how he’s scaling the shipping company’s rapidly-growing support team through a combination of aggressive hiring and establishing key support functions ... full b1d8c7f9-c805-4b89-9193-d4955d2a2701 Tue, 16 Nov 2021 10:00:00 +0000 3100 false false How to Balance Agent Growth with Relentless Productivity (feat. Ashley Sachs) Ashley Sachs, Director of Support and Success at Whereby, shares how she balances agent growth with relentless productivity. With a little inspiration from Ted Lasso, Ashley reveals how she manages... full 662e03ab-b56b-40f9-ad20-479ba2953413 Wed, 03 Nov 2021 09:00:00 +0000 2869 false false What Support Leaders Get Wrong About Agent Training and How to Fix It (feat. Tony Won) Tony Won, Head of Customer Experience at TruPlay Games, shares what he thinks support leaders often get wrong about agent training - and how to fix it. Tony has worked in the video game industr... full cbf184bb-76df-4658-8e89-ccc8d2569fc2 Tue, 19 Oct 2021 09:00:00 +0000 3141 false false How Shopify Support Drives Merchant Growth with Deep Customer Understanding (feat. David Kohl) David Kohl, Director of Support at Shopify, shares how he and his team use deep customer understanding to drive merchant growth. In his 25+ years working in customer support (with a brief foray ... full 9bfc9d72-858c-4de1-b9cc-b2c9f3576113 Tue, 05 Oct 2021 09:00:00 +0000 2466 false false How Patreon Uses Data and Segmentation to Support 7M+ Customers (feat. Angela Raiford) Angela Raiford, Director of Community Happiness at Patreon, talks about how she uses data and segmentation to support over 7 million users (across B2B and B2C) — with a 50-person team. Patreon w... full 0aa240d8-e1a2-4c23-b2c4-c0a74fe80577 Tue, 21 Sep 2021 09:00:00 +0000 2768 false false How to Handle Unpredictable Spikes in Ticket Volume (feat. James Baldwin) James Baldwin, Director of User Success and Support at Change.org, talks about how he handles unpredictable spikes in ticket volume. James has a ton of experience with this topic because Change.org... full 0ce3da69-7e39-4fe7-abf5-e2512bea2189 Tue, 07 Sep 2021 09:00:00 +0000 2929 false false How to Build and Maintain a Relationship with Product (feat. Eric Broulette) Eric Broulette, Director of Global Support at WP Engine, shares his best practices for building and maintaining a relationship between the customer support and product teams. Eric credits this stro... full 8ed6200a-6ced-4dcd-a751-cbd5ea259d14 Tue, 24 Aug 2021 09:00:00 +0000 2195 false false Why You Should Hire Agents with Unconventional Resumes (feat. Abby Armada) Abby Armada, Customer Support Manager at Flickr, shares why she thinks support leaders should hire agents with unconventional resumes. Abby’s team is full of unconventional support heroes, includin... full 1670d4f4-b5ba-4a76-ab1c-fad59c55d58a Tue, 10 Aug 2021 09:00:00 +0000 2403 false false How to Get Customer Support a Seat at the Adults Table (feat. Kenji Hayward) Kenji Hayward, Head of Customer Support at Front, shares his step-by-step process for getting customer support a seat at the “adults table.” In this episode, Kenji talks about how to identify your ... full f8c60c89-97e7-4d4f-ae53-4956702a4463 Tue, 27 Jul 2021 09:00:00 +0000 2569 false false Why Customer Support Is the Best First Job in Tech (feat. Tom Ronen) Tom Ronen, Head of Customer Success at monday.com, shares why customer support is the best place to launch or pivot your career in the tech/SaaS space. He talks about which support skills are most ... full 0ca84297-d211-421c-a2a5-b025bf08d5b5 Tue, 13 Jul 2021 09:00:00 +0000 2683 false false 5 Steps to Spin Up Support for a New Product (feat. Stacy Justino) Stacy Justino, Director of Customer Happiness at Wistia, shares her 5-step process for launching support for a new feature or product. After 10+ years in customer support and many product launches,... full dd0f69ff-36e6-4cae-8018-f14620edbf9d Tue, 22 Jun 2021 09:00:00 +0000 2075 false false How to Cross-Train Your Support Team with Product, Sales, and More (feat. Matt Dale) Matt Dale, Vice President of Customer Support at Illuminate Education, regularly loans his support agents to other departments during the company’s slow season. In this episode, Matt shares how the... full e47604fd-d327-4bf0-8c80-f6326679e328 Tue, 08 Jun 2021 09:00:00 +0000 2656 false false How to Build and Scale a Happy, Motivated Support Team (feat. Joelle Waksman) Joelle Waksman, Head of CX at Biteable (and formerly of Calendly and Stella Connect), shares how she fosters a fun work environment, motivates her team with healthy competition, and creates clear c... full b6a37d99-a2a8-4ef8-b8fa-2d2691c912c9 Tue, 25 May 2021 09:00:00 +0000 3444 false false What Is “Support Excellence” Anyway? (feat. Oleg Krasnov) In this episode, Oleg Krasnov, Head of Support Excellence at Miro, talks about what support excellence is, how he designed and advocated for this new role, and how it’s streamlining Miro’s support ... full 41a305a5-e812-4c41-8c41-58118b139122 Tue, 18 May 2021 09:00:00 +0000 2849 false false How to Coach Your Reps and Customers Like a Winning Sports Team (feat. Matt Gilston) In this episode, Matt Gilston, the director of customer support at SevenRooms, talks about how he uses his teaching degree and youth sports coaching experience to lead an all-star support team and ... full 0ae2a469-70de-4361-8508-44181858002a Tue, 11 May 2021 04:00:00 +0000 2470 false false How Loom Crushed a 6x Increase in Support Tickets (feat. Susana de Sousa) What do you do when ticket volume skyrockets from 2,000 to 12,000 nearly overnight? In this episode, Susana de Sousa, Senior Manager of Customer Support at Loom, shares how she and her six-person s... full 55c99329-208d-4519-83d3-1399316e3307 Tue, 04 May 2021 04:00:00 +0000 2627 false false How a People-First Mindset Can Transform Your Career in Support (feat. Josh LaMarche) Josh LaMarche, Director of Customer Support at Gong, is a rare breed of support leader. He's worked in the field for 20+ years, while avoiding burnout and maintaining a passion for celebrating his ... full 8dfe760e-cb37-4ec4-99c1-c0d425a3e55e Tue, 27 Apr 2021 05:00:00 +0000 2607 false false 0 Welcome to Beyond the Queue Welcome to Beyond the Queue, a brand new podcast by Stonly that looks at the human side of customer support leadership. trailer ece17dee-1e5f-4261-bc29-3aa4bd214112 Mon, 19 Apr 2021 18:45:00 +0000 64 false false