Resources
What we have learned, written plainly
No gated PDFs and no thought leadership. These are the things we explain on calls often enough that they were worth writing down.
- Delegating
The first ten tasks to hand over
Most people delegate the wrong work first. Start with the tasks that are repetitive, low-judgement and easy to check.
18 August 2026 · 6 min read - Delegating
Why outsourcing so often becomes a second job
Unmanaged help is not cheap help. Here is where the hidden work comes from, and what removes it.
29 July 2026 · 5 min read - Customer support
How to run 24/7 support without burning out your team
Round-the-clock coverage is a rota problem before it is a hiring problem. What follow-the-sun really requires.
8 July 2026 · 7 min read - Customer support
What good QA actually looks like in a support team
Scoring tickets is easy. Making the score change behaviour is the hard part.
16 June 2026 · 6 min read - Hiring
Hiring for support: look for judgement, not experience
Tool experience is teachable in a week. Judgement under pressure is not. How we screen for it.
27 May 2026 · 5 min read
Rather just talk it through?
Thirty minutes on a call usually beats an hour of reading.