In this episode of The Ticket, Customer Support Operations Analyst at Intercom, Kevin Furlong discusses his critical role, focusing on the balance between proactive and reactive work, the importance of data-driven decision-making, and the ongoing need for optimization in customer support tools.

Kevin shares insights with Bobby Stapleton, Snr. Director, Human Support, Intercom on change management, cross-functional collaboration with product teams, and the impact of AI on customer support.