The Queue that Never Ends Every day, support teams work through full queues - only to see them refill by the afternoon. The volume isn’t random. It’s the same issues, asked in different ways, over and over. This isn’t a failure of effort. It’s a sign

Slow & Intentional Growth for Fast-Moving Support Orgs – A Practical Guide 🧭 TL;DR Scaling a SaaS support team is like baking bread: rush it, and you’ll get a crusty mess. 🍞 This guide walks through how to grow your team globally without losing your culture, performance, or your mind. We’

🔥 Moving from escalation manager to strategic partner starts with deliberate, cross-functional action. Support organizations in SaaS companies are often treated like the emergency room—always on call, always reacting. But what if your support org could move upstream? What if your team wasn’t just solving problems, but actively shaping

A few years back, I sat in a strategy session where every department got a seat at the digital transformation table—except Support. Marketing was getting BI-powered insights. Product had a roadmap full of predictive analytics. Sales had automation out the wazoo. And Support? We got looped in at the

Customer-facing AI isn’t just chatbots anymore. It’s a paradigm shift — and your SaaS product should be ready. AI is no longer a “nice to have” or a futuristic idea reserved for billion-dollar companies with sprawling R&D departments. It’s rapidly becoming a baseline expectation — not just

Imagine standing at the edge of a vast forest. You see trails, tall trees, chirping birds, and hidden wonders. But unless someone hands you a compass and teaches you how to read the signs, you’ll probably stick to the path you know, even if there's a world

As startups scale, customer support often becomes reactive, inconsistent, and increasingly complex. But for SaaS leaders who understand that support is a product, there's a better path—one where quality is built into every layer of the support process, measured not just by resolution times, but by customer

Say goodbye to hours of spreadsheets and status reports. These AI tools are changing how small and midsize businesses handle reporting—saving time, reducing errors, and driving smarter decisions. For many small and midsize business (SMB) leaders, reporting is a time sink. Sales updates, operations dashboards, marketing performance summaries—these

Some days, I feel like I disappear at work. As an introvert, I don’t naturally jump in during meetings or interrupt to make my point. I prefer to think, then speak. But in fast-paced environments, that often means being overlooked. When I’m not heard, I feel like I

Artificial Intelligence is transforming customer support in ways that are both obvious and invisible. Chatbots, self-healing systems, and AI copilots are already resolving issues before they ever reach a human. On the surface, this seems like a net win: fewer tickets, faster resolutions, and happier customers. But there’s a

AI automation is transforming nearly every facet of business operations. From chatbots that resolve issues in real-time to machine learning models predicting customer churn, AI is reshaping the customer support landscape. But here’s the paradox: as AI handles more routine tasks, human skills like empathy, emotional intelligence, and active

What Works and What to Avoid Digital transformation isn’t just for big enterprises with sprawling IT budgets. In fact, small and mid-sized businesses (SMEs) may be better positioned to evolve—fewer layers, more agility, and closer customer feedback loops. Yet most transformation initiatives stall or fizzle out. Why? Because

In the World Economic Forum’s Future of Jobs Report 2025, 75% of companies surveyed expect to adopt big data, cloud computing, and AI within the next five years, with AI adoption alone forecasted to disrupt 43% of all jobs globally. Yet, while many SaaS organizations invest in these technologies,

AI, Sentiment Analysis, and a Proactive Mindset Reshape the Modern SaaS Support Team By Scaling your support team doesn’t have to mean adding more headcount. Qlik, the data analytics platform, has proven just that. Facing a rising volume of support cases and pressure to maintain high customer satisfaction, the

“We’re buried in tickets.” If you’ve said that in the past week — maybe even today — you’re not alone. Support leaders at early-stage or bootstrapped SaaS companies often find themselves under relentless pressure. Your support inbox is overflowing, your team is stretched thin, and headcount growth isn’t

There’s a saying—“Tell me what the incentives are, and I will tell you the outcome.” In support organizations, that saying is gospel. Incentives, whether intentional or accidental, shape behavior. And behavior shapes culture. If you incentivize “heroism”—rewarding the person who pulls an all-nighter to save a customer—

We’ve been trained to measure success by what we see—heroic saves, high-severity incidents resolved under pressure, public shoutouts, and Slack threads full of emojis. But what if the real win is when nothing happens at all? Today, I explore what it means to celebrate quietness in Enterprise Support—

The landscape of customer support is shifting. As AI continues to evolve, its potential to handle an increasing number of customer service tasks is becoming undeniable. But what does this mean for today’s support teams? In a world where AI takes over the majority of support functions, how do

Present Day: A Human Enterprise Reaches Out Jessica, a support agent for a popular SaaS platform, watches the ticket queue slowly fill. Her fingers hover over the keyboard, waiting for the next urgent issue to arrive. It’s a normal day—well, as normal as it gets when you’re

Introduction: The Undervalued Engine In most SaaS companies, Support is still seen as a necessary cost to keep customers from churning. Tickets flow in, agents respond, leadership eyes the cost per resolution. But this view is outdated and dangerous. Support is not a cost center. It’s the operational heartbeat

The complexity of modern software platforms—particularly in AI-native and developer-focused SaaS—has rendered traditional support engineering models insufficient. As products evolve faster and customers demand higher technical proficiency from vendors, a new function is emerging: Customer Engineering (CE). Customer Engineering blends technical depth with customer empathy Unlike traditional support,

Meeting SLAs (Service Level Agreements) and KPIs (Key Performance Indicators) isn’t just a reporting obligation—it’s essential for customer satisfaction, internal alignment, and business growth. As your support team grows, so does the complexity of maintaining high performance. But as teams scale, what used to be manageable becomes