Category: Long-Term Thinking

Support quality rarely fails in obvious ways. There is usually no single moment where everything breaks, no clear decision that suddenly lowers standards, no announcement that the experience will now be worse. Instead, quality erodes slowly. Small compromises accumulate. Temporary measures become permanent. Edge cases multiply. Over time, the work feels heavier, even though no…

Scaling support is often framed as a question of volume. More customers means more tickets. More tickets require more agents, more tooling, and more structure. On the surface, growth looks like a problem of capacity. In practice, scaling support changes much more than workload. As support grows, relationships become thinner. Early on, customers may interact…