Tips and Tricks for Customer Support?

As my latest project has grown, we’ve started receiving 10+ customer support tickets every day. My cofounder and I feel as if we can't keep up.

We've hired a VA out of Bangladesh who handles ~80% of the volume for us. But a lot of it is really repetitive and it’s starting to exceed his bandwidth as well.

Furthermore, if he can’t handle a ticket on his own then he ends up escalating it to us. Even 2-5 tickets a day can be quite time consuming if additional research, refunds, etc are required.

Finally I'm concerned that by outsourcing support we are missing common feedback and issues from our community.

Does anyone have a solid solution to these pain points that they are willing to share?