Neal Travis: Crafting a Career of Ownership and Opportunity

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

Neal’s journey into customer experience began in the most hands-on way possible—retail and hospitality. He worked at spots like Smashburger and See’s Candies, then moved into wireless kiosk sales. It wasn’t glamorous, but it taught him the fundamentals of face-to-face service and the value of personal accountability.

That same drive for responsibility became the core of his approach in CX. When a move to the Netherlands presented an opportunity at a then–tiny startup, Neal discovered he could truly “own” the support function. Rather than just fulfilling requests, he could shape the entire experience. This sense of creative control sparked the realization that customer support could be far more than an entry-level role—it could be a long-term, strategic career path.

The Growth Path

In the Netherlands, Neal joined AIHR when the company was only eight people strong. Initially, he jumped in simply to help customers however he could. However, the startup environment allowed him to create processes from scratch, test out new approaches, and measure results. He built the first customer lifecycle program, implemented data structures, and tackled bigger challenges—always with an eye toward making customers’ lives easier.

Beyond the tasks themselves, Neal learned the power of being visible. “If you don’t have immediate big projects to prove yourself on,” he explains, “just keep yourself in view. Share best practices, offer to help other teams, show them you have ideas.” Over time, his contributions positioned him as a natural fit for leadership roles in support and CX.

Implementing This in Your Own Career

• Dive into the messy work others overlook—process creation, data tagging, knowledge base updates.
  

• Stay visible by proactively sharing wins, updates, and lessons learned with teammates and leadership.
  

• Show readiness for leadership by volunteering for cross-functional initiatives.

Breaking Through: Lessons & Key Decisions

1. Take Ownership Early and Often

Early on, Neal discovered that consistently taking initiative—in everything from daily tasks to major projects—sets you apart. His experiences running kiosk operations taught him that even small acts of accountability build a reputation of dependability over time.

From resolving product issues that technically weren’t his “problem” to updating processes that everyone else took for granted, Neal regularly found ways to show he could be counted on. This attitude became the bedrock of his leadership style: step up first, and then invite others to follow your lead.

How You Can Apply It:

• Step into accountability, even when it’s not formally assigned.
  

• Fix mistakes that aren’t technically “yours.”
  

• Offer solutions, not just observations, when problems arise.
  

2. Connect the Dots for Higher Impact

For Neal, growth came faster once he learned to link support metrics and projects to the bigger picture. Whether it was building a customer lifecycle at AIHR or stepping in to improve sales flows, he made sure his team’s work spoke the language of company objectives.

He realized early that a new email flow wasn’t just about sending customers the right content at the right time—it was about growing revenue, increasing retention, and driving deeper engagement. By highlighting those broader outcomes, Neal earned buy-in from other teams and positioned CX as a core function, not just a cost center.

How You Can Apply It:

• Ask other teams about their metrics and pain points.
  

• Suggest projects that align support’s goals with the company’s bigger picture.
  

• Document how each improvement impacts retention, revenue, or product success.
  

3. Build Relationships Beyond Your Team

Neal’s progression from frontline rep to Head of Customer Experience wasn’t just about building up his own capabilities; it also involved forging strong cross-departmental ties. He started an internal podcast at AIHR to highlight different projects, using it as a vehicle to meet colleagues, learn about their challenges, and spark collaboration.

Having previously managed kiosks in a retail environment, Neal knew that hearing a variety of perspectives—such as product or sales—could drastically change how support solutions were shaped. By proactively offering help on company initiatives, he made sure support became a partner across the organization, rather than just a siloed team.

How You Can Apply It:

• Schedule quick chats with other leaders to learn about their challenges.
  

• Offer help on projects outside your direct scope to broaden your influence.
  

• Encourage your team to do the same—give them ownership that requires cross-team input.
  

4. Embrace Failures as Part of the Process

Like many up-and-coming leaders, Neal initially shied away from difficult conversations and stretched himself too thin by trying to avoid mistakes. Over time, he learned that confronting failures directly and viewing them as lessons is one of the quickest ways to advance your skill set and leadership presence.

Whether it was implementing a workflow that didn’t pan out or tackling a hiring decision that didn’t go smoothly, Neal treated each misstep as a chance to refine his approach. He even encourages his team to speak openly about errors and to see them as stepping stones rather than setbacks.

How You Can Apply It:

• Debrief after failures—ask what went wrong and how to fix it next time.
  

• Model transparency by sharing your own missteps with your team.
  

• Seek feedback proactively, even when it’s uncomfortable.
  

5. Aim Higher than “Managing”; Become a Leader

Climbing the ladder in retail management introduced Neal to operational efficiency, but it wasn’t until he pursued broader, more visionary responsibilities that he truly stepped into leadership. He differentiated between simply “running a team” and shaping strategic initiatives.

At AIHR, Neal took on pivotal projects like building specializations within support and expanding the scope of CX to include community and coaching teams. By driving these larger efforts, he demonstrated that support isn’t just about handling tickets—it’s an evolving function that can solve complex, big-picture problems.

How You Can Apply It:

• Look for strategic projects that impact the entire customer journey.
  

• Motivate and mentor teammates so they can take on more responsibility themselves.
  

• Keep your eye on what the business needs next, not just today.
  

Actionable Takeaways

• Speak the Company’s Language
  Linking support metrics to broader business outcomes helps others see your strategic value.
  

• Own Your Visibility
  Offer to train, present, or mentor so colleagues recognize you as a go-to resource.
  

• Encourage Internal Mobility
  Support can be a feeder for other departments—nurture the mindset that your team’s development benefits everyone.
  

• Fail Forward
  Mistakes are inevitable; leveraging them for growth is what sets true leaders apart.
  

• Build Skills Beyond the Frontline
  Data analysis, project management, and cross-team collaboration open doors to higher-level roles.
  

Where They Are Now & Final Words of Advice

Today, Neal heads Customer Experience at AIHR, mentoring his team through specializations and championing a culture of proactive ownership. He also writes, podcasts, and shares insights with the broader CX community—constantly challenging himself to grow and learn.

Neal’s story is proof that, with the right mindset and willingness to own your path, frontline support can be the launchpad to a fulfilling and dynamic career in CX—and beyond.

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!