Keep founders close to support

A complaint can reveal a broken function, an unclear instruction, or a promise the product does not meet. A question can reveal an expectation you never considered. These messages belong close to the people making product decisions. They should influence what the company learns next.

Handle direct customer contact while the volume permits it. Do not delegate it merely because the work feels less prestigious than strategy. Helping a customer can reveal more than another internal debate. It also establishes the standard that later employees observe.

Other team members need contact with customer reality. Use the product yourselves where that gives relevant experience. Share recurring questions and important failures. Prevent support from becoming a distant department whose knowledge rarely reaches the product team.