Post by Kateryna Babenko

Support is the only function in a company that reports to everyone and belongs to no one. Engineering ships a bug ‭→ Support explains it to 200 customers before the fix is deployed. Sales closes a deal with promises the product can't keep ‭→ Support fields the first ticket three days after onboarding. Marketing launches a campaign that drives traffic to a feature that doesn't work the way the landing page described ‭→ Support answers the same question 40 times before anyone updates the page. You're the buffer between every team's mistakes and the customer's experience. And in most companies, you're not in the room when the decisions that create your workload are made. Zendesk built a product around ticketing. Fin built a product around artificial intelligence. Zoho Desk built a product around affordability. But there is no product around giving support a seat at the table where priorities are set. The support leaders I've watched do this build one report that finance didn't ask for, leave it on the right desk, and wait. It works more often than it should. They don't wait for a seat. They build one.