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About Coach Rios
25 years playing all roles in a Support Team
Andrew Rios is a Global Customer Support Leader. He combines an energetic leadership style with a strong technical foundation and a deep understanding of customer experience, support, and Engineering Operations.
As a technologist, runner, mentor, speaker, and experienced leader in Customer Experience and Technical Support, Andrew brings 25 years of BPO and global experience in team building and resource management. He has successfully led, developed, and worked with individuals and teams in diverse environments and roles, ranging from startups to Fortune 100 companies, including Turntide Technologies, Fitbit, Cisco, and Megapath Networks. Andrew is known for inspiring and developing others through his leadership by example, creating developmental opportunities that foster colleague and personal leadership development while driving business value.
Andrew enjoys coaching his son's youth Soccer and Football teams as well as getting lost in a good book and time at the beach with his family.
Journey
I've been fortunate to play every position on a customer support team. From front-line roles such as Field Technician, Technical Support Agent, NOC Technician, and Product Support Engineer to Program Management and Leadership roles, where I built and scaled teams from the ground up at global companies across various industries.
This has allowed me to truly understand and experience how a well-designed and built CX team can enable an effortless customer experience, provide a career path for individuals in CX roles, and empower Support Leaders to take their seat at the table.
Purpose
To be a trusted advisor to CX and Support professionals.
I love conversations with Support Leaders.
From supporting folks new to a support leader role to helping a current leader with challenges they are facing in the business.
A Support Leader is not only someone who directly leads people on a team. I consider a Support Leader to be someone responsible for a specific function and its expected outcome, such as a Program Manager, Training Manager, or Knowledge and Content Lead.
Hear from Coach Rios
Mastering Leadership Communication in Startup Support
Charlotte and I discuss the challenges and opportunities of startup environments, as well as effective communication strategies.
Hear From Coach Rios
Neal and I talk about taking plans from Strategy to Action
Often, we make great plans, but when it comes to staying consistent and making them happen, something is lacking.
Ríos returns to Growth Support to share his experience in planning the work and working the plan!
Charlotte Ward and I talk about The “Support Report”
It was an honor and so much fun chatting with Charlotte about how a Support Leader’s best friend is a Support Report!
It’s more than numbers; it’s a story, because all decisions made in a company are ultimately manifested in Support.
Decoded by Threado Chat with Sharath
We cover all things CX from empathy, documentation, and team building to 100-day plans and more!
Growth Support Chat with Neal Travis
Neal and I talk about creating and communicating a Customer Support Report that people want to read!
The CX Operator Podcast
I joined Lang.ai CEO Jorge Penalva Zambrano for an episode of The CX Operator Podcast.
In this episode, Andrew shares his vision for the future of CX leadership, emphasizing the growing need for CX leaders to not only bring valuable insights to the table but also to be heard and trusted in implementing transformative strategies.
How To Prepare Your Team For AI
I was honored to moderate a joint webinar between Support Driven and Intercom.
Craig and I chat about all things Support Operations
Boosting Your Organization with Support Ops_ Adding Value and Removing Friction Everywhere
Next In Queue Chat with Rob Dwyer
Rob Dwyer from Happitu and I discuss RIF (Reduction In Force) and how to manage through them with your team.
Support Driven Expo Chat with Charles Sustaita
Charles Sustaita and I talked about the workshop I will be giving at the Support Driven Expo in Las Vegas.
BPO Managers Fireside Chat with Sophie Heller
Sophie Heller and I discuss all aspects of BPO partnership and management.
Leadership Fireside Chat with Matt Dale
Matt Dale and I have a fireside chat about many CX and Support Leadership topics.
Nail It Before You Scale It!
Another Cloud Podcast
Aarde, Alex, and I discuss building a team from scratch, lessons learned from my 22 years of CX leadership, and how we're “nailing it before scaling it” as we grow our support organization.