How can a growing support team go beyond simply closing tickets to build a robust, self-service ecosystem? Keiran Rice, Head of Support, EMEA, at Pigment, will share his journey of scaling his support organisation by treating every ticket as an opportunity for proactive improvement. In this session, Keiran will introduce his "scaled funnel" approach to customer support, a strategy that re-engineers the support workflow to systematically enhance self-service. He will detail his collaboration with customer education and content teams to create a virtuous cycle where insights from every single ticket are used to build new help content. This presentation will provide a practical roadmap for leaders looking to reduce inbound volume, empower customers to find their own answers, and solidify a powerful, cross-functional partnership that drives long-term customer success.