This podcast is sponsored by Supportman, which connects Intercom to Slack and uses AI to give agents feedback and surface problems in real time.

What does it take to turn everyday customer conversations into insights that guide the whole business?

In this episode of Live Chat with Jen Weaver, I sit down with Andrew “Coach” Rios, a veteran support operations leader with more than 25 years of experience at startups, scaleups, and Fortune 100s. From Cisco to Fitbit, Coach Rios has built support reports that don’t just capture numbers, they tell the story of what’s really happening with your customers and your company.

Highlights from our conversation:

✔️ Resetting on Sunday to scan chats and set Monday priorities

✔️ Building a lightweight support report that tracks who called, why, and what you did

✔️ Sharing reports with purpose: team first, then your boss, then the wider org

✔️ Framing every number with the six W’s: who, what, when, where, why, and what’s next

✔️ Modeling healthy communication to keep teams focused and balanced

✔️ Blending reflection with motion through walk-and-talks and Friday wins

✔️ Choosing progress over polish by shipping early drafts and iterating later

If you’re a support or CX leader, this chat will give you practical steps you can actually use to keep your team motivated and make your reports resonate across the company.

Resources:
🤝 Connect with Andrew “Coach” Rios on LinkedIn
📬 Get weekly tactical CX and Support Ops tips in our Support Leaders Newsletter
🎙 Listen to more episodes of Live Chat with Jen Weaver

Sponsors:
🔧 Learn more about Supportman

Keep in Touch:
💼 Connect with Jen Weaver on LinkedIn
📺 Subscribe for more CX leadership insights on YouTube