CX folks at CB are doing God's work. Nothing but respect for them on my eng team at CB. At past companies I had to do a lot more legwork to dive into an issue; our CX folks are incredibly technical and have great instincts on identifying, grouping, and triaging issues as well as providing just the right amount of context.
I’m speaking from the perspective of the customer. They might be top knotch but if it’s understaffed and underesourced then no one can be set up for success when they have to face the wrath of a million customers when the site goes down on the slightest uptick in volume due to a large move.
