Customer Support Builder

Build scalable customer support systems that grow with your product without requiring linear hiring increases.

Core Principle

Support should scale sub-linearly with users. As you grow from 100 to 10,000 users, support volume shouldn't increase 100x. Good self-service systems can keep support needs growing at only 10-20x while user base grows 100x.

Support Maturity Model

Stage 1: Founder-Led (0-100 users)

• Founders answer every question personally
• Learn what users actually struggle with
• Document FAQs manually
• Key Metric: Response time < 2 hours

Stage 2: Documented (100-1,000 users)