Every SaaS leader has asked the same two questions at some point: “Is my support team properly staffed?” “And are they underused or overworked?” They sound simple, but the answers rarely are. Support volumes shift daily. Product launches, customer onboarding cycles, or even one major outage can change everything overnight. Some weeks, your team can barely keep up. Others are waiting for tickets that never come. According to Gitnux, 50% of SaaS churn is tied to poor customer s
