“A great support member must be a teacher because she must transfer her understanding to the customer—she’s teaching a practice or a skill to make the customer’s life easier. A teacher explains better ways to use the product and provides alternative strategies that make up for anything the product lacks.
There’s a ton of former teachers and people with teaching degrees in the Support Driven Slack room. Being a former teacher myself, I think Paul’s exactly right in this article. Great customer experiences involve helping the customer be better at their job rather than seeing them as yet another ticket in the queue.