Shah, the 31-year-old CEO and founder of Bengaluru-based Duukan, which helps merchants to set up online stores and sell products digitally, posted that "We had to layoff...
Part of the reason it’s demoralizing is that most of the time the poor support people don’t actually have the power to fix the problem that the person on the other end of the line is having. In many cases they’re punished for letting someone cancel service which is why you keep getting passed around until someone takes pity on you and accepts the hit to their metrics. I know sometimes people suck but I think we mostly suck when the systems we operate in make it impossible to lean into our humanity.
Part of the reason it’s demoralizing is that most of the time the poor support people don’t actually have the power to fix the problem that the person on the other end of the line is having. In many cases they’re punished for letting someone cancel service which is why you keep getting passed around until someone takes pity on you and accepts the hit to their metrics. I know sometimes people suck but I think we mostly suck when the systems we operate in make it impossible to lean into our humanity.