Why support leaders are focusing on scale, not size

AI headlines are loud, but what’s actually working inside top support teams? Smart operations.

At companies like Airbnb and Shopify, AI isn’t replacing humans, it’s clearing the path for them. And the teams seeing real success aren’t the biggest. They’re the most scalable.

At Front, we’ve doubled down on support operations: investing in knowledge management, automation, and roles like Support Ops Analyst and Developer. These aren’t back-office roles: they’re the force multipliers.

As Kenji Hayward shares, scaling support today means building systems, not just adding headcount.

🔗 Read why smart support leaders are investing in leverage: https://www.linkedin.com/pulse/why-future-support-scale-size-kenji-hayward-z5qlc/