Navigating Growth, Confidence, and Leadership in Support – My Conversation with Miranda Lee
One of the most rewarding things about working in customer support is seeing how people's unique experiences shape their approach to the field. Recently, I had the pleasure of speaking with Miranda Lee, whose journey through various support roles is a testament to resilience, learning, and leadership. Miranda's career path wasn’t traditional—like many of us in support—but her story is one that I think will resonate with anyone who's had to learn on the fly, trust their instincts, and find their way in an ever-evolving industry.
If you’re looking for inspiration on how to navigate challenges, build confidence, and lead with empathy, Miranda’s story is one you won’t want to miss.
1. The Power of Trusting Yourself
When I asked Miranda how she got her start in support, it was clear that she didn’t set out with a grand plan. Like so many of us, she learned by doing—taking on different roles, solving problems in real-time, and figuring things out as she went. Early in her career, she had to juggle responsibilities as the sole support person at her company, managing over 1,400 accounts. What struck me was how much of her success came down to trusting her instincts and relying on her experience as a consumer.
"I didn’t have a roadmap—I just did what made sense to me. I knew how I wanted to be treated as a customer, so I applied that to how I supported others."
— Miranda Lee
This was a powerful reminder that sometimes the best foundation for success is trusting your own experiences and intuition. We often second-guess ourselves, thinking we need more training or validation, but Miranda’s story shows that you often already know more than you think.
2. Learning by Doing: Confidence Through Experience
One of the key turning points for Miranda was when she realized that many of the best practices she was learning through webinars and courses were things she had already been doing. This validation gave her the confidence boost she needed to fully step into her leadership potential.
"I didn’t realize that what I was doing was ‘right’ until I started seeing it in these courses. That’s when I knew—I’ve been a support professional all along, I just didn’t have the words for it."
— Miranda Lee
This was such an important takeaway for me. Often, we’re so caught up in our day-to-day tasks that we don’t recognize the value of the skills we’re honing. Taking the time to reflect on what you’ve accomplished and connecting it to industry standards can be a game-changer in building confidence.
3. Building a Team by Empowering Others
As Miranda grew into leadership roles, she realized the importance of not just solving problems herself but also empowering her team to come up with solutions. For her, leadership isn’t about having all the answers—it’s about creating an environment where everyone feels comfortable sharing ideas and collaborating.
"I don’t have all the answers. That’s why I involve my team in the decision-making process. The best ideas often come from working together."
— Miranda Lee
Miranda’s approach to leadership really resonated with me. She believes in empowering her team to take ownership of their work, and she’s passionate about helping them grow in their careers. She encourages brainstorming, values feedback, and always looks for ways to invest in her team’s development.
4. Self-Care and Setting Boundaries
During our conversation, Miranda also touched on the importance of self-care and setting boundaries in support roles. When you’re dealing with customer issues day in and day out, it’s easy to get overwhelmed. But taking care of yourself is just as important as taking care of your customers.
"You can’t pour from an empty cup. Setting boundaries and taking care of yourself ensures you can give your best to your team and your customers."
— Miranda Lee
This is something I always remind myself and my team—burnout is real, and if we don’t take the time to recharge, we’re not doing anyone any favors. Miranda’s emphasis on self-care is a crucial lesson for anyone working in high-pressure roles like customer support.
5. Confidence Comes from Reflection
Toward the end of our conversation, Miranda talked about how her confidence has grown over the years. For her, a big part of that growth came from reflecting on her successes—big and small—and recognizing her own value. She admitted that for a long time, she didn’t feel confident in her abilities. But by taking the time to look back at what she had accomplished, she realized just how much she had achieved.
"If I had documented my wins earlier in my career, I think I would have had more confidence. It’s so important to take the time to reflect and celebrate your successes."
— Miranda Lee
This really hit home for me. In the rush of everyday tasks, we often forget to celebrate our achievements. But taking a moment to reflect on how far we’ve come is essential for building confidence and staying motivated.
Key Takeaways:
Trust Your Instincts – Your experience as a consumer can be a powerful tool in shaping how you approach customer support.
Learning by Doing – You may already have the skills and knowledge you need. Take time to reflect on your experiences and connect them to industry standards.
Empower Your Team – Involve your team in decision-making and create an environment where they feel comfortable sharing ideas and growing.
Self-Care is Essential – Setting boundaries and taking care of yourself ensures you can give your best to your team and your customers.
Celebrate Your Wins – Reflecting on your successes, big or small, can boost your confidence and help you see the value you bring to your role.
Conclusion:
My conversation with Miranda was a powerful reminder of the importance of trusting yourself, empowering others, and taking the time to reflect on your growth. Miranda’s journey through customer support is a testament to resilience, learning, and leadership. Whether you’re just starting out in your career or you’re a seasoned professional, there’s so much to learn from her experiences.
If you’re not already listening to the podcast, now is the perfect time to start. You’ll find real stories like Miranda’s that will inspire you to take your career to the next level, and give you practical tips on how to grow both personally and professionally.
