Did you see the news, Block’s stock jumped after announcing 40-50% staff cuts—justified by AI-driven productivity gains.
It got me thinking… More AI-driven cuts are coming and I believe that support teams are vulnerable.
If support remains tactical—measured on deflection, cost, and case closure—it looks like a pure cost center. The kind of function targeted by “AI-enablement.”
Here’s the defense: Be indispensable to growth.
Support serves the existing customers who drive recurring revenue.
If you stay tactical: When executives focus on net recurring revenue, support isn’t part of the conversation. When they look to cut costs, you’re on the list.
If you become strategic: Help customers realize value, drive adoption, surface friction that predicts churn. Prove support’s contribution to the metrics that matter—and become indispensable to growth.
The choice: Be vulnerable to AI-driven cuts, or be indispensable to growth.