I mean, which support? That's the question I always wonder about when I see "good teams are small, bad teams are large", because if you're a Coinbase, you have

I mean, which support? That's the question I always wonder about when I see "good teams are small, bad teams are large", because if you're a Coinbase, you have these groups needing support: - Consumer-level users - Business users - Cloud developers - Ecosystem platform partners - Outsourcing partners - Lawyers, for formal complaints and civil violations - Law enforcement, for criminal violations - Government support, with special clearance and security training requirements Then if you do 24/7 global support, you need to replicate that support expertise across multiple geos trained to triage and hand issues off across TZs and languages. So who _generally_ gets the bad support experience? It's often the small-potatoes consumers, because those complaints have the smallest business value. But who generates the most noise? Small-potatoes consumers, because there are thousands upon thousands of them, and some will start social media accounts, blogs, and groups JUST to complain about the support. But in the end, they're still small potatoes to the people at the top of the success/service or sales orgs, who look at churn numbers and say, "oh, we lost $xM in business in the consumer segment because our service locked them out of their accounts, but we have a single $xxxM customer who thinks our UI needs more polish, and also they heard about NFTs and want to trade them. so we want eng to prioritize those things over fixing the consumer app, and we'll hire x support reps to get the consumer first-response time down, then lay them off in a reorg after a couple of quarters. and now who wants whisky????" So you wind up with a large support team, "good" metrics, a customer base of small users who are mad all the time, enough Tier 2/3s to handle the small enterprise customers' needs, and enough managers to run interference with large enterprise customers to buy time for engineers to show up to calls so the big fish feel heard.