Paul GrahamVerified account

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Absolutely! I did it and our company is growing triple digit from 2 years. We have a Customer Happiness manager, customer satisfaction is not enough if you want to be a premium brand

For the first few years of my business, I relished having customer service go through my cell phone. I LOVED solving customer and partner issues. Now, a decade later, I only want the customer service issues nobody else can solve.

It resonate so loudly. Just in the middle of that: 10 users that I am considering as friends.

Yup, and they’re so dedicated & passionate it shows in every interaction. Arguably still true of the first hire into the role, but it often drops off precipitously from there as the team grows - or as they get so focused on ARR they forget service got them there in the 1st place

Living it and loving it!

I still ensure I look at the Support Desk every day and respond to a few customer service queries a week. Every CEO should be involved on the front lines in some way imo.

Cue Patrick Collison story