The puzzling thing about the Away article was how they piled up like 4,000 unresolved customer emails and didn’t just hire a couple more reps They literally had 1,000s of people lining up to buy $500 suitcases + millions in VC funding that was SUPPOSED to be burnt as they scaled
Did they not have an idea of how many tickets one rep could resolve in a day/week? With that big of a backlog, it seems bizarre that you could conclude the problem is that your *already possibly illegally overworked team* isn’t working hard enough
