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In the world of SaaS, support teams are the frontline heroes who directly shape customer experience and retention. But how you lead these teams makes all the difference. This is where the debate of coaching vs. managing becomes critical. For SaaS companies, the question isn’t just about meeting ticket quotas or hitting SLAs—it’s about empowering […]

In today’s customer-first business environment, the role of a customer support leader goes beyond resolving tickets and meeting SLAs. True leadership in support requires emotional intelligence (EQ)—the ability to recognize, understand, and manage your own emotions while influencing and guiding your team effectively. Therefore this blog is directed building Emotional Intelligence customer support leader Unlike

In the fast-paced world of customer support, gut feelings don’t cut it—metrics do.The difference between a high-performing support team and one that constantly plays catch-up often comes down to how well the leader understands and manages Key Performance Indicators (KPIs). Think of KPIs as the compass for your support ship—they guide decisions, highlight blind spots,

The First 90 Days of a Customer Support Team Leader  How to transition from frontline support to leadership with confidence You’ve just been promoted to Customer Support Team Leader—congratulations!But once the excitement wears off, a common question sets in: “Now what?” The first 90 days in a leadership role can feel overwhelming. You’re suddenly responsible