Artwork for Beyond the Queue: Inside Customer Support

Beyond the Queue: Inside Customer Support


Welcome to Beyond the Queue, a biweekly podcast by Stonly that looks at the human side of customer support leadership. In each episode, we talk with customer support leaders from companies like Shopify, Patreon, Gong, Loom, and more about their career journeys, how they build and scale their teams, and what advice they have for up-and-coming support leaders. We hope you enjoy the show! For more information about Stonly, an interactive guidance platform for self-serve support, visit


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Latest Episodes

Neil Smith, Senior Director of Support at Iterable, shares how he’s built an effective, efficient, and inclusive interview process that helps him hire a lot of amazing people, fast.

9 days ago

Ben Gardner, Director of Support at Drift, shares his 5-step process for expanding support from a 9-5 model to a 24/7, “follow the sun” model.

a month ago

Pam Dodrill, Vice President of Customer Support and Success at Zapier, dives into the four tenants that help her team stay weird and authentic at work and how that helps them maintain a high CSAT, high employee engagement scores, and low attrition ra... more

2 months ago


5 out of 5 stars from 26 ratings
  • The BEST CS podcast!

    If you’re a CS leader or thinking about becoming one. This podcast is a must listen. Gems straight from the source. 💎

    Apple Podcasts
    United States5 months ago
  • Absolute must listen!

    As Customer Support and it’s best practices come to the forefront of conversations more often, it’s amazing to have such a great podcast to cover all the important topics we don’t talk enough about. Support is so subjective and emotional sometimes it’s so nice to hear what other experts in the field have to say! And Meredith makes it so engaging!

    Apple Podcasts
    United States7 months ago
  • A great podcast for support leaders

    Meredith is an engaging interviewer who talks with interesting leaders in the customer support space. I’m always excited when a new episode drops. 👍

    Apple Podcasts
    United States7 months ago
  • Quite interesting!

    Just finished listening to the latest episode — this is golden, thanks for doing this! Lots of things to learn.

    Apple Podcasts
    Russia8 months ago
  • Must listen for all support leaders

    Meredith has done an amazing job at engaging support leaders from across many forward thinking orgs. Together, they dive into best practices, hot topics, mindset, cultural values, etc. So much value packed into these episodes. Well done!

    Apple Podcasts
    United States8 months ago

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