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In this episode, I dive into the journey of building customer support teams and the importance of human connection in the age of AI with Mercer. Through personal stories and professional insights, we explore what makes support teams truly effective and how leaders can navigate the changing landscape of customer experience.

If you're working in customer experience, remember that technology should enhance human connection, not replace it. Keep fighting for the value of human interaction in your organization!

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This week's conversation delves into the complexities of over-engineering in technology, particularly how it impacts support orgs. Colin, Jenny & Ashley discuss the challenges faced by support teams, the importance of communication and transparency, and the emotional toll on teams. They explore the disconnect between product development and customer support, emphasizing the need for trust and transparency.

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Nicole St Germain shares her journey creating Customer Success Jobs, a newsletter curating fully remote CS positions with transparent salaries and quality job descriptions. After one year of helping job seekers navigate a market where CS roles are often miscategorized, Nicole reflects on career transitions, essential skills, and the future of the profession.

Subscribe to Customer Success Jobs newsletter at customersuccessjobs.co to receive free job listings twice weekly every Tuesday and Thursday.

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