Interesting discussions. We have had a deep think about the support we offer in Uk (and are still pondering).
Although I like the idea of a global support team, I’m not sure it would work. In the Uk we seem to give endless support for free to very small users and it isn’t sustainable. We are working ways to streamline the support we give and build up resources for users to help themselves (after all, people dont contact big platforms like eBay etc for help regularly and that would be our goal too).
Global support has issues such as language barriers, differences in legal requirements that users may need (ie VAT compatible invoices might vary on local law to what is/isn’t acceptable), time zone differences etc…
In Uk we would like to move towards a more formulauic onboarding process and possibly monetarising hubs or users who demand intense or specialist support.
We use Trello at the moment to organise support claims with submission to the Trello board coming from an onlline form.
@lin_d_hop hope you agree?