Universal Customer Support Participation: A SaaS Best Practice for Company-Wide Learning

Jason Lemkin advocates for all employees at SaaS companies to participate in customer support for a minimum of 2+ hours quarterly, regardless of company size or role. This practice builds empathy, improves product understanding, and creates organizational alignment by connecting teams directly with customer pain points and real-world usage patterns. The strategy is positioned as a foundational practice that should persist even as companies scale beyond 50-100 employees.