Support Operations Podcast

Support Driven
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  • Updated Weekly

The Support Operations Podcast explores the strategies, tools, and people shaping the future of customer support, with practical insights to help teams scale smarter and deliver exceptional experiences.

Episodes

  1. 10/14/2025

    Scaling Support for Enterprise SLAs

    This episode explores what it truly takes to scale support operations for the enterprise. Hosted by Sarah Betts (Vizit) and Jared Call (TGW Logistics), the conversation features Eric (Mixpanel), who shares how his team transformed their support model to meet demanding enterprise SLAs. Together, they unpack the journey of building an incident management process from the ground up, one that unites support, engineering, and operations through automation across Zendesk, Jira, and Slack. Eric discusses the challenges of defining severity levels, balancing customer expectations, and keeping teams aligned during high-stakes incidents. The discussion reveals how one enterprise customer can drive cultural change across an organization, shifting support from a reactive function to a strategic, collaborative partner in the business.

  2. 05/28/2019

    Ditching Tier 1 Support to Build Smarter Products and Stronger Teams

    It all begins with an idea.

  • 2 Episodes

About

The Support Operations Podcast explores the strategies, tools, and people shaping the future of customer support, with practical insights to help teams scale smarter and deliver exceptional experiences.

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