I was early at Twilio (roughly #25) and everyone had to do support. I think the threshold was ~20 tickets in your first two weeks. I had every Tuesday for my fi

I was early at Twilio (roughly #25) and everyone had to do support. I think the threshold was ~20 tickets in your first two weeks. I had every Tuesday for my first six months and went down to one Sunday a month for the next six months until we had a bigger Support team. Anyway, this article is a mischaracterization of the principle. Having someone do support is GREAT. It gives them insight into what customers are struggling with, what might be better, how they talk and describe things, and all kinds of related aspects. Putting new staffers on the front lines is misguided. Just because someone is assigned the ticket doesn't mean someone doesn't review and help refine a response before it goes out.. just like shipping code. Another set of eyes can solve problems, simplify solutions, and make the team better as a whole.