Support still gets treated like the lobby, not the building. If you’ve ever heard “So what do you want to do after support?” this conversation is for you.
Charlotte Ward sits down with Alec Moloney to unpack “support as a final destination” and why perception is the first battleground. We talk about the hangover from call centre era thinking, the stubborn myth that great support people must eventually “move on,” and how that story quietly shapes hiring, retention, pay, and internal respect. This is part one of a two-part arc, focusing on the outside-in view: how the rest of the company sees customer support, and how that view becomes self-fulfilling.
We get practical about what actually changes minds: strong support leadership, consistent advocacy, and a narrative grounded in real outcomes. Alec and Charlotte dig into progression frameworks that don’t cap talented people at “L1, L2, L3,” and why growth should include ownership, operations, quality work, and problem-solving not just deeper technical specialisation. We also share a simple tool that makes the story repeatable: a support report that tracks performance, shows improvement over time, and educates the wider business on what support really does.
If you care about customer experience, support operations, technical support, or building a real customer support career path, hit play. Subscribe, share this with a support leader, and leave a review with your take: what would make support feel like a destination at your company?
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