Customer support is not just about solving problems—it’s about bridging gaps. And one of the biggest gaps in many organizations? The one between Support and Product.

In this episode of Telecast PH, host Jeff Thompson sits down with Ana-Alicia Siquerios to talk about why breaking down these silos is key to a better customer experience. Support teams have a front-row seat to what customers love—and what frustrates them. But without a strong partnership with Product, those insights get lost in translation.

Ana-Alicia shares real-world strategies on how Support teams can go from being reactive problem-solvers to proactive product influencers. From building trust with Product teams to making feedback actually matter, this conversation is packed with insights that can reshape how your company approaches collaboration.

Key Takeaways:

✅ Support teams hold a goldmine of customer insights—Product needs to tap into them.

✅ Effective communication means translating customer feedback into Product’s language.

✅ Internal SLAs between Support and Product can streamline issue resolution.

✅ Proactive collaboration during product development prevents avoidable customer pain points.

✅ Transparency in knowledge-sharing benefits both teams and improves the customer experience.

Tune in to hear how your support team can stop being 'the forgotten department' and start driving meaningful change!

Check out Peek here: https://www.peek.com/

Discover how Telework PH can help you build a highly skilled and adaptable remote support team.

Visit www.teleworkph.com to learn more about our outsourcing solutions.

Want to discuss how we can help your business? Connect with Jeff Thompson on LinkedIn to explore tailored solutions for your support team needs. 👉🏼 https://www.linkedin.com/in/jeffthompsontwph/

Connect with Ana-Alicia Siquerios on LinkedIn. 👉🏼 https://www.linkedin.com/in/anaaliciasiqueiros/

#businessowners #customersupport #podcasts #podcast #scaling #remoteteams

In this episode of Telecast PH, host Jeff Thompson engages in an insightful conversation with John Gombocs, a Global Training and Technical Support Manager with over 15 years of experience in building and managing remote tech teams. John unpacks the nuances of training, leading, and fostering collaboration across global teams in remote environments.

Key Takeaways:

-Addressing cultural differences to ensure effective training and communication.

-Implementing asynchronous learning tools to maintain training consistency across time zones.

-Strategies for engaging and motivating remote teams through gamification, peer mentorship, and knowledge-sharing exercises.

The importance of leadership visibility, empathy, and building a culture of inclusivity and continuous learning.

John also shares practical advice on fostering autonomy and trust within teams while emphasizing the role of leadership in guiding rather than micromanaging. From onboarding large groups to encouraging personalized growth plans, this episode offers actionable strategies for anyone seeking to scale and optimize their remote tech teams.

Don’t miss this engaging discussion that will leave you with actionable insights to elevate your remote team leadership

Discover how Telework PH can help you build a highly skilled and adaptable remote support team that enhances efficiency and customer satisfaction.

Visit www.teleworkph.com to learn more about our outsourcing solutions.

Want to discuss how we can help your business? Connect with Jeff Thompson on LinkedIn to explore tailored solutions for your support team needs. 👉🏼 https://www.linkedin.com/in/jeffthompsontwph/

Connect with John Gombocs on LinkedIn. 👉🏼 https://www.linkedin.com/in/john-gombocs/

#businessowners #customersupport #podcasts #podcast #scaling #remoteteams

In Episode 6 of Telecast PH, host Jeff Thompson speaks with Kishore Balasubrmanyan, an expert in scaling Customer Success and Customer Support teams for global SaaS companies. Together, they explore the distinct roles of Customer Success and Customer Support and their critical contributions to retention, revenue, and advocacy. Key Takeaways: -Discover how Customer Success and Customer Support differ in their roles and impact. -Learn why proactive success teams are vital to retention, expansion, and customer advocacy. -Explore strategies for scaling global teams while maintaining a consistent and high-quality customer experience. -Find out how AI and automation are transforming customer support and customer success in the SaaS industry. -Get insights into building strong cross-department collaboration to close the feedback loop and drive customer satisfaction. Don’t miss this engaging conversation filled with actionable strategies and future-focused insights. Tune in now and subscribe to Telecast PH to uncover how to elevate your customer experience and scale your support operations! Discover how Telework PH can help you build a proactive and scalable customer support team that delivers exceptional results. Visit www.teleworkph.com to learn more about our outsourcing solutions. Ready for a personalized consultation? Connect with Jeff Thompson on LinkedIn to discuss how we can tailor our services to your business needs. 👉🏼 / jeffthompsontwph Connect with Kishore Balasubramanyan on LinkedIn 👉🏼 / kishore-balasubramanyan-135a3a6 #businessowners #customersupport #podcasts #podcast #scaling