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Self-Serve Support Tooling

KOHO

Shifted resolution from engineering → support-owned, self-serve workflows

+1

engineer capacity

↓ 50%

support escalations

Context

Support relied on engineering to resolve repetitive issues, creating a bottleneck that slowed response times and reduced capacity. Chose to invest in self-serve tooling over expanding support headcount to scale support.

What I drove

  • Identified high-frequency escalation patterns driving support load

  • Designed self-serve workflows enabling support to resolve issues independently

  • Defined API requirements to expose critical data and actions

  • Led rollout and enablement to drive adoption across support

Impact

  • ↓ 50% support escalations

  • +1 engineer capacity redirected to product development

  • Faster resolution times for users

Takeaway

The highest leverage was from giving the right team the right tools, unlocking speed and capacity.

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