What Makes People Stay: How to Lead Support Teams with Purpose | Episode 15

Let’s face it, support roles don’t always get the credit they deserve. Too often, people see them as just a pit stop on the road to something “better.” But what if it could be both a launchpad and a place worth landing?

In this episode, I talk with Alex Plasket, one of those rare leaders who makes people want to stay. His team isn’t just high-performing; they genuinely like being there. And it’s not because of secret handshakes or group tattoos (although, that’d be iconic). It’s because Alex builds culture from the inside out, starting with trust.  

We’ll delve into his best practices for building high-retention, high-trust support teams. You’ll learn:

• How to structure onboarding so it saves time in the long run.
• Alex’s “problem vs concern” framework (I want him to write a book on this!).
• The power of coaching with real conversations, not generic modules.  
• Ways to spot career growth opportunities before they’re even asked for.  

Maybe you’re working on making onboarding less of a headache, or you’re trying to hang onto great people, or maybe you just want to help your team move up. Whatever the case, Alex offers a refreshingly real and useful approach to leading in support.

If you’re building a team and want it to feel more like a landing pad than a revolving door, this episode is for you.

Your Next Moves:

📧 Join the newsletter: https://live-chat-with-jen.beehiiv.com/ 

🔗 Follow Alex on LinkedIn: https://www.linkedin.com/in/alex-plasket/ 

👩‍💻 Connect with Jen: https://www.linkedin.com/in/jen-weaver/ 

🤖 Sponsored by Supportman: https://supportman.io

Episode Time Stamps:

00:00 – Welcome + why trust matters

04:13 – Team success  starts with hiring

11:10 – Cue walkthroughs to help you scale

14:00 – Lost card ticket coaching example

18:00 – Ticket QA after onboarding

23:55 – Finding teachable moments

30:00 – Important vs urgent