From Manager to Leader: 5 Coaching Habits That Build High-Performing Support Teams

Ty Givens
Sep 10
3 min read

Updated: 6 days ago

Support team leaders collaborating in a modern office, reviewing performance data and coaching strategies to build high-performing CX teams.

Welcome to another Deep Dive from CX Collective Advantage, where we break down what it really takes to lead in the modern customer experience space. Today, we’re tackling one of the most powerful transitions you can make in your CX career: moving from managing tasks to leading people.

This conversation is inspired by our course, From Manager to Leader: Coaching High-Performing Support Teams, part of The CX Leadership Playbook. If you’ve ever felt stuck in a loop of fire-fighting, fixing things yourself, and checking off to-dos, this one’s for you.

Let’s unpack five practical, coaching-forward habits that will help you lead with more impact and less burnout.

1. Swap “Fix-It” for “Coach-It”

Most support team managers fall into the same trap: "It's quicker if I just fix it myself." Sound familiar?

While it is faster in the moment, it keeps your team from learning. Coaching means stepping back and asking, "What would you try first?" or "What do you think frustrated the customer?" It’s not about having all the answers, it’s about helping your team find them.

Try this: Next time you're tempted to step in, pause and ask one clarifying question instead. You’re coaching, not correcting.

2. Make Feedback Less Scary (and More Useful)

Feedback isn’t a confrontation, it’s a tool. When delivered well, it unlocks growth and trust. The trick? Keep it timely, specific, actionable, and always respectful.

Use this framework: "When you did [behavior], it led to [impact]. Next time, I’d love to see [clear expectation]."

This takes the pressure off and keeps feedback focused on outcomes, not personal traits.

3. Shift from Task-Focused to Growth-Focused

Managing is about outputs. Leading is about development.

Ask yourself weekly: "Am I helping this person grow, or am I just assigning work?" Growth-focused leaders create space for learning, reflection, and autonomy, even in high-volume environments.

Try this: Schedule a monthly growth check-in with each team member. Not a performance review. A growth conversation.

4. Be the Calm, Not the Chaos

Leadership sets the tone. If you're reactive, the team follows suit. If you're intentional, so are they.

Modeling emotional steadiness during customer escalations or tight deadlines teaches your team how to handle pressure.

Pro tip: Before reacting, pause for one deep breath. Your calm is leadership.

5. Coach Confidence, Not Just Competence

It’s not enough for your team to know what to do, they have to believe they can do it. Confidence comes from feeling supported, heard, and trusted.

Coaching for confidence means celebrating small wins, asking instead of telling, and making space for reflection.

Ask often: "What are you proud of this week?"

Start Leading Today, From Manager To Leader

Leadership isn’t a promotion. It’s a choice you make daily, in how you give feedback, ask questions, and support growth. Whether you’re a team lead, manager, or just stepping into a leadership role, these habits build the foundation of high-performing, people-centered teams.

Want to go deeper? Check out The CX Leadership Playbook. It's packed with real-world tools and examples to help you lead with clarity and confidence.

👉 Explore the course here.

About CX Collective

CX Collective empowers customer experience professionals with the skills, strategies, and playbooks to lead with confidence. Through courses, community, and curated content, we help you turn CX knowledge into leadership impact.

Weekly Reflection Prompt:

What’s one moment this week where you could’ve coached instead of fixed? What would you do differently next time?

Your team is ready. You are too. Let’s lead.

Frequently Asked Questions

Why is it so hard to move from managing tasks to leading people?

Because fixing problems yourself feels faster in the moment—but it keeps your team dependent on you. True leadership means coaching your team to solve challenges on their own so they grow stronger and more confident.

How can I give feedback without it feeling confrontational?

Keep it timely, specific, and focused on behavior, not personality. For example: “When you did [action], it led to [impact]. Next time, I’d love to see [expectation].” This keeps feedback constructive, respectful, and easy to act on.

What’s the difference between being task-focused and growth-focused?

Task-focused managers just assign work. Growth-focused leaders create space for learning, reflection, and autonomy. That shift builds stronger teams that can handle challenges without constant oversight.

How can I stay calm when my team is under pressure?

Your tone sets the example. Taking one pause or deep breath before responding helps you model calm leadership. When you show steadiness, your team learns to handle escalations with confidence instead of panic.

Why is coaching confidence just as important as coaching skills?

Because knowing what to do isn’t enough—your team also needs to believe they can do it. Coaching confidence means celebrating wins, asking questions instead of giving orders, and reminding your team of the progress they’ve made.