Andre Linde: Building leadership through curiosity and connection

Welcome to Escalations, a series where I’ll be sharing stories of some amazing careers that started in Customer Support. While many of these will be compiled into a book, I will also be regularly sharing stories here, too. If you like this content, please consider subscribing or sharing. 

Introduction: The Starting Point

Andre Linde began his career nearly two decades ago in client support at Advent Software, initially attracted simply by the promise of a steady paycheck. He quickly discovered a natural talent for troubleshooting and connecting with customers, making support an unexpectedly ideal fit.

The Growth Path

After several years at Advent, Andre sought new horizons by moving to Seoul, Korea, to teach English—a dramatic leap for someone who'd barely left the West Coast. His teaching years honed his empathy, patience, and understanding of diverse communication styles, skills that profoundly impacted his return to support roles.

Back in tech, Andre’s career accelerated at Iterable, where he quickly advanced from frontline support to management. He proactively took on responsibilities like cross-training, hiring, mentoring, and initiating upsell programs—each demonstrating clear, measurable value. At LG, he expanded his scope, building a support team from scratch and engaging in strategic initiatives beyond typical support boundaries.

Implementing This in Your Own Career

• Raise your hand for cross-functional projects.

• Clearly communicate your career aspirations to leadership.

• Regularly take on tasks outside your comfort zone to demonstrate versatility.

Breaking Through: Lessons & Key Decisions

1. Prioritize connection in one-on-ones

Andre learned early on that building genuine connections through dedicated one-on-one meetings is critical for leadership.

How You Can Apply It

• Begin one-on-ones with personal check-ins.

• Show genuine curiosity about team members’ lives beyond work.

• Reference past conversations to demonstrate attentive listening.

2. Coach, don’t just provide answers

Andre realized giving direct answers limited his team’s growth. Instead, he focused on guiding others to find solutions themselves, fostering deeper understanding.

How You Can Apply It

• Ask guiding questions to help your team discover solutions.

• Encourage team members to explain their thought processes.

• Resist giving immediate answers to foster deeper learning.

3. Create space for personal projects

Andre emphasizes the challenge of balancing daily responsibilities and development work in small teams. At Iterable, he created dedicated days for personal projects, which proved instrumental in team members’ growth.

How You Can Apply It

• Negotiate time specifically allocated to professional development.

• Clearly block dedicated project time on team calendars.

• Advocate for management buy-in for these development sessions.

4. Building visibility and influence

To transition into leadership roles, Andre actively networked within his organizations, becoming a trusted resource company-wide, beyond his immediate team.

How You Can Apply It

• Participate actively in cross-department Slack channels.

• Take ownership of knowledge gaps or specialized projects.

• Regularly volunteer for initiatives outside your immediate responsibilities.

5. Transitioning to strategic thinking

Andre struggled initially with vague instructions like “be more strategic.” He overcame this by proactively meeting with peers in other departments to better understand organizational goals and their strategic challenges.

How You Can Apply It

• Schedule regular meetings with colleagues outside your department.

• Identify broader organizational trends and align your projects accordingly.

• Participate in cross-departmental planning (like OKR-setting) to sharpen your strategic lens.

Actionable Takeaways

• Set aside ego—embrace vulnerability.

  • Ask for help openly and genuinely.

  • Admit mistakes quickly and learn from them.

• Actively pursue cross-functional networking.

  • Build relationships beyond your immediate team.

  • Identify common interests to establish genuine connections.

• Clearly communicate career goals to your manager.

  • Regularly express your professional aspirations.

  • Proactively seek feedback on how to reach your goals.

• Dedicate time specifically for self-development and innovation.

  • Block consistent time for learning and projects.

  • Advocate for management support and resources for development.

• Listen intently and show genuine care for team members.

  • Remember and follow up on personal details from conversations.

  • Create safe, welcoming spaces for open dialogue.

Where They Are Now & Final Words of Advice

Andre recently wrapped up his role as a Senior Technical Support Manager at LG Electronics, where he built a specialized Digital Health support team. He continues to seek opportunities that blend his passion for support, leadership, and strategic innovation.

Do you have a story to tell or insights to share? Consider having a conversation with me so I can share something like this about you!