CX Passport · 2026-05-19 · 28 min
What's on your mind? Let CX Passport know... What does your team actually mean when they say "world class"? Melissa Bardsley has spent her career across banking, manufacturing, and SaaS ... and she keeps arriving at the same answer. Communication isn't a soft skill. It's the infrastructure. What you'll learn in this episode: Why transactional and SaaS support require completely different hiring profiles How one interview question about a chicken coop reveals more than a resume ever will Why leaders avoid difficult conversations ... and what it costs when they do How average handle time can turn your support team into clock watchers Why a fresh set of eyes on a broken process is one of the most underrated leadership tools CHAPTERS 00:00 Support across banking, manufacturing, and SaaS 02:01 Transactional vs. complex support environments 04:41 Hiring for curiosity and learning agility 07:42 Rebuilding confidence after hiring mistakes 09:02 Difficult conversations and why timeliness matters 10:40 Defining "world class" so your whole team means the same thing 12:59 Common language as the North Star for metrics and culture 15:18 First Class Lounge 19:32 Metrics as weapons vs.
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