2025 initiative · Independent research
Advancing efficiency in Customer Support Operations
Independent research on how Support Ops teams scale without letting cost-per-ticket drift upward.
What we're researching
Support Ops is often the first place where small inefficiencies turn into real cost. Handling time doesn't drift because agents suddenly get slower — it drifts because knowledge flow slows.
We're looking at where that friction starts: searching for answers, validating old information, and relying on a few "go-to" people to unblock everyone else.
Why this matters now
Support leaders are being asked to handle more complexity with tighter budgets. Tooling and ticketing platforms are mature; the bottleneck is increasingly how knowledge moves through the team.
Understanding that flow early is much easier than trying to correct it after cost-per-ticket has already climbed.
How we work
KnowledgeOps isn't selling software today.
I talk directly with Support Ops leaders, compare what's working and what isn't, and share back anonymized patterns that teams can use in planning and internal conversations.
If anything is built in the future, it will be based on what we learn here — not the other way around.
Principles
Who's behind this
I'm Arielle Jaffee.
Before starting KnowledgeOps, I worked at Microsoft on systems where small changes in workflow or latency turned into measurable operational cost.
That experience taught me how to spot where work actually slows down and why. Now I'm applying that lens to Customer Support Operations.