25th-anniversary new client specials are available!
About Coach Rios
25 years playing all roles in a Support Team
Andrew “Coach” Rios is a Global Customer Support Leader who brings energy, technical depth, and real-world experience to every team he touches.
As a technologist, mentor, speaker, runner, and hands-on leader in Customer Experience and Technical Support, Andrew has spent 25 years building, scaling, and leading teams across startups, BPOs, and Fortune 100 companies, including Turntide Technologies, Fitbit, Cisco, and Megapath Networks. He’s known for inspiring others through leadership by example, creating growth opportunities, and helping Support Leaders step up, own their impact, and drive business results.
When he’s not helping leaders level up, Andrew can be found coaching his son’s youth soccer and football teams, getting lost in a good book, or soaking up family time at the beach.
Journey
I’ve worn every hat on a customer support team, from front-line roles like Field Technician, Technical Support Agent, NOC Technician, and Product Support Engineer, to Program Management and Leadership positions where I’ve built and scaled teams from the ground up at global companies across industries.
This journey gave me a full-circle view of what makes CX teams tick. I’ve seen firsthand how a well-designed team can deliver effortless customer experiences, create meaningful career paths for CX professionals, and empower Support Leaders to confidently own their seat at the table.
Purpose
I’m here to be a trusted advisor to CX and Support professionals.
I love talking shop with Support Leaders, whether you’re stepping into your first leadership role or navigating a tough business challenge.
And here’s my philosophy: a Support Leader isn’t just someone who manages a team. Anyone responsible for driving the success of a specific function—Program Managers, Training Managers, Knowledge Leads, is a Support Leader in my book. I’m here to help you own that responsibility, tackle challenges, and level up your impact.
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.