Robert Cabral is Head of Support & Enterprise Enablement at Runway, a generative AI video company, where he's transforming traditional support into a proactive revenue driver. Over the past decade, he's built and scaled support operations at high-growth SaaS companies, prioritizing maximum output from small but mighty teams. At previous organizations, he reduced ticket volume by 70% through systems and process optimization alone - before implementing any AI automation. He's since implemented AI support systems across multiple organizations and writes "Beyond the Queue," a newsletter focused on customer support leadership, AI automation, and operational excellence.