> There's so many pain points in many customer service organizations that are easily solvable if a developer understood AND if a developer actually has the opp

> There's so many pain points in many customer service organizations that are easily solvable if a developer understood AND if a developer actually has the opportunity to do something about it. Many companies overbook their developers time such that deadlines are constantly missed, where in that prioritization is their room for significant improvements to other services? If the Engineering Manager is judged by their project throughput how does the EM feel about their reports working outside of that scope? If there's value in Customer Service there should be a distinct team working on it and it shouldn't become a second job existing employees have to work.