In this episode of The Support Lab, host Maxime Manseau sits down with Daniel Rose, VP of Global Customer Experience at Upbound, to break down a simple but powerful idea:

Support is one of the most operational functions in a company. If you have the right playbook, you can replicate success across teams and companies.

Daniel shares the core principles behind that playbook, built over 25+ years across support, customer success, and services. Instead of treating support as reactive or chaotic, he explains how to design it as a system driven by hiring, process, and knowledge.

In this conversation, you’ll learn:

• Why hiring for the “helper gene” matters more than technical skills alone
• How top teams structure case handling to avoid back-and-forth and build trust
• What knowledge-centered support really looks like in practice (and why most companies fail at it)
• How to identify what’s actually broken in your support org using the right signals
• Why support leaders must think like operators, not just problem solvers

If you’re building or scaling a support team and want a clearer, more repeatable way to drive performance, this episode breaks it down step by step.

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