Customer Experience Support Leadership Skills Coaching Bootcamp
3 Weeks
·Cohort-based Course
During this cohort, we will review the Leadership principles that I've learned and have helped me build Global World Class Support Teams!
Customer Experience Support Leadership Skills Coaching Bootcamp
3 Weeks
·Cohort-based Course
During this cohort, we will review the Leadership principles that I've learned and have helped me build Global World Class Support Teams!
Previously at
Course overview
CX Support Leader, Manager Power Up Cohort! Become a Great and Effective Leader!
This is the training course I wish had been available when I started my Manager/ Leadership Journey.
This cohort and the material are all about continuing my mission of partnering with Customer Experience Support Leaders to achieve their goals, work through team and organizational changes, and unlock their superpowers so they can achieve their 2024 and career goals.
A CX Support Leader is not only someone who directly leads people on a team. A Support Leader is any person responsible for a function and expected outcome, such as a Program Manager, Training Manager, or Knowledge and Content Lead.
I've taken the learnings from my 25 years playing every position on a Customer Experience Team, building global teams, and built this course with the principles, frameworks, and strategies I've used in my career and coached other leaders.
Whether you are a Support Leader starting your career or a 10-year professional looking for some pro tips and support regarding specific challenges, this cohort is for you!
Coach Rios 😎
Your Trusted CX Leader, Advisor, and Coach
Helping Global #CX Support Teams and Leaders Power 🆙 and own their seat at the executive table
Who is this course for
01
If you're a new Manager and you’ve just started your Support Leadership journey, this cohort is for you!
02
If you’re a current Manager/Director and want to Power Up your CX Support Leader toolkit and playbook, this cohort is for you!
03
This cohort is for you if you’ve just been promoted to a Support Leader, Director, or Manager!
04
If you’re an aspiring Support Leader/ Manager and want to build the needed skills to be a great and effective leader this workshop is for!
What you’ll get out of this course
Customer Support Leader Communication Compass
We will cover and review a framework for one of the most critical parts of Leadership, Communicating and setting Expectations with:
- Your Team
- Your Peers
- Your Leadership
- Your Customers
Customer Support Leader Principles and Compass
We will tie these core principles together for everything we do as leaders, work on, and problem-solve.
- What are the Facts, What do they Mean, What are We going to do about it?
- If it's not Documented, it never happened.
- Working On the Business vs. In the Business.
Customer Support Reporting Workshop & Framework
A support leader’s best friend is a support report. A support leader must have a support report.
We will work together to build, enhance your support report, and establish a communication cadence and the story behind the data. I’ll share a framework that applies to any industry.
The Power of 100-day Planning as a Customer Support Leader
We will review and cover a proven framework for 100-day planning, executing and communicating.
3 critical times when a 100-day plan is needed.
- When you start a new role.
- When you’re promoted to a new role
- When you identify a need for critical, immediate improvement.
Outsourcing (BPO) Strategy, Planning, and Execution
How do you know you are ready to partner successfully with a BPO, and what does it take?
We will answer this question and review a strategy for building a successful outsourcing partnership.
We Will Tackle Your Specific Challenges
We will use real situations from the cohort and apply the frameworks to plan and address how to overcome challenges.
1:1 Ask Me Anything Session with Coach Rios
You will have the opportunity to have a dedicated 1:1 session with Coach Rios at the conclusion of the cohort.
Weekly Office Hours
Open Weekly Office Hours on Friday's to review anything course related.
This course includes
7 interactive live sessions
Lifetime access to course materials
In-depth lessons
Direct access to instructor
Projects to apply learnings
Guided feedback & reflection
Private community of peers
Course certificate upon completion
Maven Satisfaction Guarantee
This course is backed by Maven’s guarantee. You can receive a full refund within 14 days after the course ends, provided you meet the completion criteria in our refund policy.
Customer Experience Support Leadership Skills Coaching Bootcamp
Course syllabus
Week 1
Apr 9—Apr 14
Week dates are set to instructor's time zoneEvents
- Apr
9
Customer Experience Support Leadership Principles
Customer Experience Support Leadership Principles
Tue, Apr 9, 5:00 PM - 6:15 PM UTC
- Apr
11
Building a Support Report People Will Want to Read
Building a Support Report People Will Want to Read
Thu, Apr 11, 5:00 PM - 6:00 PM UTC
- Apr
12
Office Hours
Office Hours
Fri, Apr 12, 5:00 PM - 6:00 PM UTC
Week 2
Apr 15—Apr 21
Week dates are set to instructor's time zoneEvents
- Apr
16
Customer Experience Support Leader Communication Compass
Customer Experience Support Leader Communication Compass
Tue, Apr 16, 5:00 PM - 6:00 PM UTC
- Apr
18
Team Building and Leading as a CX Support Leader
Team Building and Leading as a CX Support Leader
Thu, Apr 18, 5:00 PM - 6:00 PM UTC
- Apr
19
Office Hours
Office Hours
Fri, Apr 19, 5:00 PM - 6:00 PM UTC
Week 3
Apr 22—Apr 23
Week dates are set to instructor's time zoneEvents
- Apr
23
Putting It All Together as a Customer Experience Support Leader
Putting It All Together as a Customer Experience Support Leader
Tue, Apr 23, 5:00 PM - 6:00 PM UTC
What people are saying
Emily R
Andrew Rios is a Global Customer Support Leader. A technologist, runner, and passionate CX leader with 25 years of experience.
Andrew Rios
Coach Rios
As a technologist, runner, mentor, speaker, and experienced Customer Experience and Technical Support leader, 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.
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Customer Experience Support Leadership Skills Coaching Bootcamp
Course schedule
4-6 hours per week
Tuesdays & Thursdays
1:00pm - 2:00pm EST
If your events are recurring and at the same time, it might be easiest to use a single line item to communicate your course schedule to students
May 7, 2022
Feel free to type out dates as your title as a way to communicate information about specific live sessions or other events.
Weekly projects
2 hours per week
Schedule items can also be used to convey commitments outside of specific time slots (like weekly projects or daily office hours).
Learning is better with cohorts
Active hands-on learning
This course builds on live workshops and hands-on projects
Interactive and project-based
You’ll be interacting with other learners through breakout rooms and project teams
Learn with a cohort of peers
Join a community of like-minded people who want to learn and grow alongside you