CX Spotlight: Andrew Rios on the Wildest Support Case He’s Handled—and the Rule That Saved His Team

CX Spotlight is a series where we speak to customer experience leaders from across industries who are rethinking support, building customer-first cultures, and finding clarity in the messiness of real-life CX.

Every edition is a quick, candid conversation. No fluff. No jargon. Just real-world insights from people who’ve been there and done that.

Table of Contents

• 👉In Conversation With Andrew Rios
  • 🎭 What would your support alter ego be called—and what would their superpower be?
  • 🌟 How did you find your way into customer experience? Was it intentional or accidental?
  • 😲 What’s the most unexpected support interaction you’ve had?
  • 🧠 What’s one practical change you’ve implemented to make your team more customer-centric?
  • ⚙️ What’s one tool or app you can’t live without at work?
  • 💡 One piece of advice for someone just starting in customer support?
  • 🤖 Where has AI actually made support better?
  • 📚 A book, podcast, or show you’d recommend?
  • 🏆 What’s one emoji you use regularly when interacting with customers?
  • ✈️ If you weren’t in CX, what would you be doing?

👉In Conversation With Andrew Rios

When you meet Andrew Rios, you don’t just meet a leader; you meet a coach in every sense of the word. As Head of Customer Experience at Cityside Fiber, he now guides global support teams with the same energy and mentorship that he shows as a youth football coach.

Over his 25-year journey, Andrew has worn many hats. He started as the first customer service hire at a small startup and went on to lead CX at companies like Fitbit, Cisco, Turntide, and beyond. Along the way, he’s built strong, accountable teams from the ground up and helped rising support professionals grow into confident leaders.

He leads with empathy and accountability, always remembering his front-line roots and asking the tough “why” questions that others avoid. 

In this edition of CX Spotlight, Andrew reveals the wildest support request he’s ever handled and shares the rule that guides his teams: “If it’s not documented, it never happened.”

🎭 What would your support alter ego be called—and what would their superpower be?

Coach Rios. I help support leaders grow their confidence and take their rightful seat at the table,

🌟 How did you find your way into customer experience? Was it intentional or accidental?

I began my career at Northpoint Communications as a Tier 3 escalation representative. I found myself drawn to tough cases and complex customers, and that’s when I realized I’d found my calling.

😲 What’s the most unexpected support interaction you’ve had?

When I worked as a Network Operations Center Engineer, a customer once called with a strange request. They wanted me to log into their personal email and change their password because their partner had been reading their messages. It was one of those moments that remind you how unpredictable support can be.

🧠 What’s one practical change you’ve implemented to make your team more customer-centric?

I started an initiative called Support Case of the Week, where team members share real customer interactions during our weekly meetings. It’s a chance to reflect on what worked, what didn’t, and how we can make things easier for customers next time. 

We’re also reading Unreasonable Hospitality together, and the discussions have helped us redefine what great service means and how to bring that mindset into our everyday work.

⚙️ What’s one tool or app you can’t live without at work?

Grammarly. Clear writing builds trust, and this tool makes sure every message we send reflects that.

💡 One piece of advice for someone just starting in customer support?

“If it’s not documented, it never happened.” Documentation isn’t bureaucracy; it’s how you protect your team and your customers.

🤖 Where has AI actually made support better?

We’ve started using AI internally to surface the right agent-help article or process exactly when it’s needed. It’s made our work faster and more consistent. It helps agents find the right answers faster, without stopping to search through multiple tools.

📚 A book, podcast, or show you’d recommend?

• Book: The 7 Habits of Highly Effective People by Stephen Covey for timeless leadership lessons.
• Book: The Godfather by Mario Puzo for strategy.
• Show: The Wire for teamwork under pressure.

🏆 What’s one emoji you use regularly when interacting with customers?

👉🏽 — To point out the call to action.

✈️ If you weren’t in CX, what would you be doing?

Traveling the world with my family. We love discovering new places, trying local food, and spending time outdoors together.

Enjoyed Andrew’s take on customer experience? Connect with him on LinkedIn or check out more stories in the CX Spotlight series.

Are you a CX leader with stories, lessons, or ideas to share? 👉 Answer these questions to get featured!