We interviewed 10 support leaders to hear what's on their mind. I expected to hear concerns around agent scheduling, managing macros and training chatbots... Instead, I was surprised to learn how hard support leaders must work to get heard by PRODUCT teams. Support is the "eyes and ears" of any organization and they intimately know which problems cause the most frustration for customers. Yet, too often we see those issues brushed aside in favour of shiny new features, leaving support folks responding with the same issues over and over again 🤯 As someone who comes from a product background, I'm a little ashamed for "our kind" and determined to change this mindset. The first step is sharing true and honest stories from support leaders in this brand new ebook titled the "Voice of Support". I hope you enjoy this ebook - I look forward to hearing your feedback in the comments.