4.0
May 4, 2026
Strong foundation but struggles with scalability and clarity
Former employee, more than 8 years
San Diego, CA
Recommend
CEO approval
Business Outlook
Pros
Pros (What worked really well) * Built Support/CX from the ground up → strong foundation mindset * High impact on retention + revenue protection (real business value, not just tickets) * Tight cross-functional relationships (Engineering, QA, Product
Cons
Cons (Where things were tougher / gaps) * Early-stage chaos sometimes slowed consistency and scalability * Heavy reliance on Support to catch product gaps vs preventing them upstream * Resource constraints made it hard to scale as fast as demand * Blurred lines between Support, Success, and Product ownership at times * Some processes had to be built reactively instead of proactively * Limited time to fully operationalize insights into long-term strategy
