A Podcast by IrisAgentThe Support Leader
Conversations with the people running modern customer support teams. No fluff. No vendor pitches. Just the tactical lessons you can use on Monday.
Want to come on the show? Why this show exists
Running a support team in 2026 is a different job than it was three years ago. AI changed what your CEO expects. Ticket volume changed what your agents can handle. Customer expectations changed what "good" looks like.
The Support Leader is a weekly interview show for the people figuring this out in real time. We talk to VPs, Directors, and Heads of Support at companies you know. Not about strategy decks. About what they actually shipped this quarter, what broke, and what they'd do differently.
No pitches. No panels. No guests who have not actually led a support team.
Upcoming episodes
Our first two conversations, dropping soon.
Episode 01 · Coming soonScaling B2B SaaS support with AI, data, and a people-first operating model
Vice President of Customer Support at a leading insurance technology platform · 20+ years in enterprise support leadership
Our first guest runs a global support org for a fast-growing B2B SaaS platform, after nearly two decades leading support teams at some of the biggest names in enterprise software. We dig into how an award-winning VP thinks about AI rollouts, people-first operations, and what actually moves CSAT at scale.
- What a real AI-in-support rollout looks like, beyond the pitch deck
- The balance between automation and the humans behind every ticket
- How to tell when your support metrics are actually lying to you
- The single thing he wishes every new support leader knew
Episode 02 · Coming soonCustomer experience as a system, not a department
Director of Customer Service at a global B2B ecommerce platform · 15+ years across gaming, ERP, and SaaS support
Our second guest leads customer service at a B2B ecommerce platform serving manufacturers and distributors around the world, after running CX operations at an enterprise software company and cutting his teeth in one of the largest consumer support orgs on the planet. We talk about operational excellence, sentiment-driven programs, and what it takes to build a CX function that compounds.
- What "operational excellence" looks like in a modern support org
- Using customer sentiment as a leading indicator, not a rearview metric
- Program leadership across sales, product, and support functions
- The one thing most CX leaders underinvest in (and shouldn't)
Want to come on the show?
We're looking to talk to support and CX leaders actively running teams of 10 or more. If you've shipped something interesting in the last 12 months, a new tool rollout, an org redesign, an AI deployment that worked (or didn't), we want to hear about it.
20 minutes of your time
A conversational recording, no script, no prepared slides. We handle everything around it.
A polished clip pack
You get the full video, short-form clips for LinkedIn, and quote cards. Yours to share however you want.
Distribution to peers
Your episode goes live on YouTube, Spotify, and Apple Podcasts, reaching thousands of support leaders.
Presented by
IrisAgent
IrisAgent is the AI support platform trusted by modern support teams to automate ticket resolution, surface incidents early, and give agents the context they need to move faster.
Learn more about IrisAgent →
