What actually changes when you become head of support?

In this episode, Jen sits down with Idit Matas—a global support leader with experience at Datadog and Firebolt—to unpack the first 90 days of head-of life. From auditing global coverage and designing on-call rotations, to redefining escalation paths and collaborating cross-functionally, Idit offers a real-world blueprint for scaling support the right way.

If you’re stepping into a leadership role or looking to build a healthier, more scalable support function—this is the episode for you.

This podcast is sponsored by Supportman.io, which connects Intercom to Slack and uses AI to give agents feedback and surface problems in real time.

🔍 What You’ll Learn in This Episode

💡 How to audit global coverage based on SLA—not assumptions
💡 Why asking people to work outside of normal hours kills retention
💡 A step-by-step approach to on-call rotation and compensation
💡 Escalation workflows that don’t frustrate engineers or support
💡 How to use AI as a first responder and tie it to human backup
💡 Creating strategic projects that drive revenue and retention

📌 Your Action Kit

👤 Connect with Idit Matas on LinkedIn: https://www.linkedin.com/in/iditmatas/
📬 Get Tactical Support Ops Tips Weekly: Newsletter
🎧 More Episodes of Live Chat with Jen Weaver: Buzzsprout
💼 Follow Jen on LinkedIn: https://www.linkedin.com/in/jen-weaver/
🛠️ Try Supportman: https://supportman.io