№ 013 · apr 02 '26 · 4 min · operations

Why I still answer every support email myself

A short defense of doing customer support on purpose.

every reply goes out under my name. not a shared inbox, not a tier-1 script, not a chatbot with a smiley avatar.

people tell me this doesn't scale. they're right — it doesn't. that's the point. support is where you find out which of your clever features break on a tuesday morning for a real human in a real timezone. i'd rather read those emails myself than read a weekly summary.

the group is small on purpose. a founder's inbox is a moat, not a cost center.