Why most SaaS startups break their support system after $10k–$100k MRR

Most SaaS founders don’t fail at product.

They fail at operations once growth kicks in.

At around $10k–$100k MRR, I keep seeing the same pattern:

• Support tickets start scaling faster than hiring
• Response times increase without anyone noticing
• Founders or engineers end up handling support
• Onboarding becomes inconsistent
• User experience slowly degrades

The problem isn’t effort.

It’s structure.

Most teams try to solve this by:
• Hiring random support agents
• Using shared inboxes with no ownership
• Delaying support systems until “later”

By the time they fix it, churn has already increased.

Curious how other founders here are handling support once they start scaling past early traction?