Why Customer Support Is Everyone’s Job with Brian Childress

“Everyone—from the engineer to the CEO—should take part in supporting customers. It changes how we build everything.” That insight from fractional CTO Brian Childress isn’t just memorable—it’s a blueprint for building better tech businesses. In this episode, Brian shares how embedding customer support into every role improves product development, team alignment, and long-term growth. Whether you're a SaaS founder, solopreneur, or future CTO, this episode is full of sharp, actionable advice. Brian Childress is a seasoned software architect and fractional Chief Technology Officer. With deep experience leading software engineering teams and scaling tech infrastructure, Brian helps startups and growth-stage companies make the leap from “just launched” to “ready for real users.” His superpower? Balancing deep tech know-how with customer-first strategy. WE ALSO TALKED ABOUT What a fractional CTO does (and how to become one) The hardest part of shifting from employee to business owner How to prepare your SaaS platform for real-world users Why every team member should experience customer support Creating company culture without making it a “project” How AI agents can act like super interns Protecting your intellectual property while using AI tools Why understanding your team’s cultural background improves collaboration Systems and frameworks that keep solo consultancies running smoothly Tune in now for a candid conversation full of practical strategies and lightbulb moments. Get regular access to tips, techniques and advice from experts about growing your business: https://onlinebusinessliftoff.com/newsletter See omnystudio.com/listener for privacy information.