What if your support team didn't just answer tickets, but shipped code to the product?

That's exactly what Vicky Firth, founding CX lead at Granola, has built. A team where every agent has Cursor open next to their inbox, makes small code changes themselves, and rebuilds the internal tools they use every day instead of waiting on engineering. In this episode, Vicky breaks down how to:

- Equip a "non-technical" CX team to read, troubleshoot and ship code

- Hand the keys back to support by letting them own their own internal tools

- Turn the support function into the team that engineers actually want to collaborate with

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Timestamps:

00:00 - Cold open & intro

01:17 - Vicky's career: biology to support engineering to Accurax to Granola

04:04 - Lessons from supporting NHS frontline workers through COVID

06:17 - What Granola is and Vicky's goals as founding CX lead

09:11 - Deep dive: how the CX team uses Cursor day-to-day

13:16 - Working with engineering, reviews, pitfalls, and trust

17:30 - Where to start if you're a CX leader

19:13 - Career paths, recruiting, and the future of CX

23:43 - Lightning round

29:32 - Wrap-up

Where to find Vicky:

LinkedIn: https://www.linkedin.com/in/vicky-firth-505b15105/

Why Every CX Hire at Granola Learns to Code I Vicky Firth