Every thriving support org starts the same way — with one brave person, a shared inbox, and no documentation. But how do you turn that chaos into a foundation that lasts?

In this episode of CX Roundtable, host Sarah Caminiti sits down with two leaders who have done it all: Kenji Hayward (Head of Support, Front) and Priscilla Brooke (Head of Podcaster Success, Buzzsprout).

Together, they unpack what it really takes to build a support function from the ground up — and how those first hires, early systems, and cultural decisions shape everything that follows.


You’ll hear them discuss:

• What to prioritize (and what to ignore) as the first or second support hire
• How ownership and documentation define team culture
• Why hiring for humanity matters more than experience
• The role of psychological safety in speed, accuracy, and trust
• Why “good enough” hires can hold a team back for years
• How metrics like CSAT and time-to-resolution only tell part of the story
• What emotional labor really looks like in modern CX leadership

This isn’t a conversation about scaling fast — it’s a guide to scaling right.

If you’re a CX leader, startup founder, or support professional building something from scratch, this episode will help you define your Support DNA — and create foundations that last.