What do you do when your highest-revenue customers need (and expect) more than your basic support offering?
If you're Miles Goldstein, you create a Premier Support program that delivers real relationships and real retention.
With 20+ years leading global support orgs at B2B SaaS companies, Miles joins our us to unpack how to design and launch a Premier Support offering that actually works—without overwhelming your team or alienating your customers.
What you’ll find in this episode
💡When (and why) to launch a premium support program
💡The strategy behind dedicated vs designated support roles
💡Why soft skills always win when hiring for premium support roles
💡What systems and tools you must have in place to make it scale
💡When to charge (and how much)
🔧 Check out our sponsor Supportman.io for instant AI quality review in Slack.
🔗 Links & Resources
🤝 Connect with Miles Goldstein on LinkedIn
📬 Get Weekly Tactical CX and Support Ops Tips: Live Chat Newsletter
🎧 Keep Listening: Find more episodes of Live Chat with Jen Weaver
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