Insights
The customer support field guide
Analysis, data notes, and how-tos across the whole craft — metrics, quality, people, ops, knowledge, tooling, trust, and AI. Key figures link to their sources; no vendor is paying for the verdict.
64dispatches in the archive20269
- How-to
Onboarding that gets a new rep to competent in 30 days
The easy tickets new reps used to learn on are gone — here's a week-by-week ramp that gets a hire to competent on the hard stuff in 30 days.
Aug 13, 20264 min - Data
What support reps actually get paid
The official median, the aggregator ranges, and the honest drivers behind the spread — what a rep, senior rep, analyst, and manager actually take home, and why yours differs.
Aug 11, 20263 min - How-to
From rep to analyst: the skills that make the jump
You already do the analysis off the side of your desk — spotting patterns, checking samples, writing it up. Here's how to turn that instinct into a job title.
Aug 6, 20264 min - Analysis
The empathy tax: emotional labor in support work
Performing calm empathy for eight hours is real, unpaid work — the research shows what it costs, and what the best teams do to offset the emotional labor tax.
Aug 4, 20264 min