What if your support team didn't just answer tickets, but shipped code to the product?
That's exactly what Vicky Firth, founding CX lead at Granola, has built. A team where every agent has Cursor open next to their inbox, makes small code changes themselves, and rebuilds the internal tools they use every day instead of waiting on engineering. In this episode, Vicky breaks down how to:
- Equip a "non-technical" CX team to read, troubleshoot and ship code
- Hand the keys back to support by letting them own their own internal tools
- Turn the support function into the team that engineers actually want to collaborate with
Follow The Squawk podcast for hot takes and big ideas in CX, perfect for your commute and packed with insights you can actually use.
Timestamps:
00:00 - Cold open & intro
01:17 - Vicky's career: biology to support engineering to Accurax to Granola
04:04 - Lessons from supporting NHS frontline workers through COVID
06:17 - What Granola is and Vicky's goals as founding CX lead
09:11 - Deep dive: how the CX team uses Cursor day-to-day
13:16 - Working with engineering, reviews, pitfalls, and trust
17:30 - Where to start if you're a CX leader
19:13 - Career paths, recruiting, and the future of CX
23:43 - Lightning round
29:32 - Wrap-up
Where to find Vicky:
LinkedIn: https://www.linkedin.com/in/vicky-firth-505b15105/
