Support is everyone's job

When support is a separate department, the people building the product stop feeling the user’s pain directly. They lose the chance to see how their features actually behave in the wild and where people get stuck.

So everyone does support. Engineers, designers, and leadership all answer customer inquiries on a regular rotation. This is not a cost. It is an investment. Intuition about the product does not come from meeting rooms. It comes from support tickets.

Support is not something to offload. It is the most direct path to making the product better for everyone.