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