Historically, customer-facing teams treasured every moment they could get with their engineering counterparts — because those moments were rare. Engineers were focused on building the core product, and any other initiative could be considered a distraction. Support teams in particular were often frustrated because they felt that Engineering wasn’t spending enough time fixing bugs, gathering customer feedback, and giving visibility into product changes. Getting Engineering’s help in building internal tools was so far from the realm of possibility that it wasn’t even on the agenda.

But today, Engineering teams are spending more time supporting Support teams. And there is a strong movement behind that.

In this post, Simon Rohrbach, the CEO and Co-Founder at Plain, explains the drivers of this movement and what best-in-class collaboration between Support and Engineering looks like. We discussed:

* Why are engineers now more open to helping their colleagues in Support?

* How can Support teams motivate Engineering teams to prioritize their projects?

* How can CEOs encourage collaboration between the two functions?

You can listen to the podcast or else read the lightly edited transcript of the conversation on my Substack. Let's dive in!

This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit allisonpickens.substack.com