My career has been all over the place honestly. I started in customer support, moved into training the support team, then into learning and development, then implementation, then chose to go back to support because honestly it's where I do my best work, except this time as a team of one at a startup where the job also includes knowledge management and content creation on any given day.

So I've seen this stuff from a lot of angles.

Over the last 18 months my current role has shifted more than it did in the previous five years combined. AI handles a big chunk of what used to fill my day, and the stuff that still comes my way is genuinely different now, messier, more emotionally charged, the situations where someone just needs a real person.

That shift has made me think a lot about how people talk about support experience on resumes, because most of it sounds identical. "Handled customer inquiries." "Resolved tickets." Cool, so did everyone else.

What actually made me hireable across really different roles wasn't any of that. It was the call I talked someone down on. The pattern I noticed before it became a real problem. The moment I went off script because the script would have made things worse. Creating a training program from scratch because no one else had the bandwidth. Sitting in product and engineering meetings as the person who actually knew what customers were saying, and translating that into something the team could act on.

If I was actively job searching right now I'd be writing about those moments specifically, not the volume of tickets I closed.

And honestly, not hiding that you work with AI tools daily is worth mentioning now. A year ago it felt like a weird thing to bring up. Now people who pretend they don't use them just come across as out of touch.

Anyone else who's bounced around roles like this, curious how you're framing that experience right now. Does it feel like an asset or does it still read as unfocused to hiring managers?

This article is trash, and it’s from Entrepreneur Magazine. (Author’s name redacted.) AI Mindset didn't scale automating customer service - we scaled by having our brilliant team think with AI to solve business problems.


Our company uses agents all the time. But they accelerate us, they don’t “run 80% of our business.”


I get it, this is clickbait. Fine. But it’s put out by Entrepreneur and it is the opposite of helpful to their readers, and that’s infuriating to me.


Because I believe that a big part of the future of labor is in entrepreneurship. It has to be, and it’s now possible with teams of AI chatbots and, yes, partnering with agents.


But if you’re not laser focused on how to drive change in business, you will not have a product that anyone cares about.


If you are feeling behind in AI, remember that YOU are the value. You’ll get there with AI, don’t worry - there’s tons of great resources out there for you to learn.


But stop with the FOMO due to stupid stuff like this:


According to the article, here’s how you ‘Run 80% of your business’:

- Content creation.
- Rebuild your workflow from a browsing context (whatever that means).
- Audit landing pages using live research.
- Auto-unsubscribe from dead senders.
- Rewrite any draft in your voice directly inside the page.
- Compare tools and software intelligently before you buy.
- Scan Reddit, Substack, and YouTube to build next week’s posting plan from real demand

And Entrepreneur Magazine - do better than this. You can be SO HELPFUL and often are. But this misses.

+++++++++

UPSKILL YOUR ORGANIZATION:

AI Mindset helps transform the biggest companies in the world by driving behavioral transformation at scale. DM me, or check out our website.

I had an interesting conversation with my brother a few weeks ago that's really stuck with me. He just got back to school in the tech field, which got us talking about where everything with AI is actually headed.

It started with the obvious stuff; the projected job displacement, the main industries feeling the pressure, etc. But then we tried to look at the other side of things.

New roles are emerging that didn't exist a few years ago. Entire categories of work are being created because of AI, not just eliminated by it.
But the main thing that stuck with me: human-only companies could really become a niche market. And not a bad one. There's already a growing segment of consumers who will actively seek out and pay more for a fully human experience. The same way people seek out handmade goods or local businesses. Which means the value of genuine human connection isn't going down. It's going up.

The way I see it, the people and businesses that will thrive aren't the ones who resist AI or hand everything over to it. They're the ones who learn to use it as a tool that elevates human interaction rather than replaces it.
Let AI handle the volume, while humans handle the moments that matter.

As someone who works in customer experience, I see this playing out in real time. The brands winning right now aren't the ones with the fastest bots, they're the ones who know exactly when to bring a human in. That balance is a skill, and it's only going to become more valuable.

I'm curious where others land on this. Are you leaning into AI in your work, or pulling back?

Most companies treat customer support as a cost.

That’s the mistake.

Customer support is often the closest function to actual purchase intent.

It’s where customers ask questions before buying, worry about delivery after buying, and come back with feedback, returns, or upgrade requests.

In short, it’s where real customer emotion shows up.

And those moments directly impact revenue in three ways:

Retention: Faster, better support keeps customers from leaving.
Expansion: Support conversations naturally uncover upsell and cross-sell opportunities.
Conversion: Many purchases don’t happen until a question is answered. Support closes deals that marketing starts.

I’ve seen this firsthand. When support is treated as just a cost, teams underinvest in it.

But when you start looking at it as a revenue engine, the entire approach changes.

What’s even more interesting now is how AI is shifting the equation.

Automation can handle volume.

Humans can focus on conversations that actually move the needle. Building trust, resolving concerns, and driving decisions.

Also, the data sitting inside support conversations is a goldmine.

It tells you what customers are thinking, feeling, and struggling with, often before it shows up anywhere else.

The best brands don’t just “manage” support. They use it to grow.

Customer support isn’t a cost. It’s one of the most underrated revenue drivers.