From my experience, when product and support teams are butting heads, it usually means key conversations happened way too late in the process. The fix? Regular cross-team meetings and crystal-clear written follow-ups. I make sure we're talking early and often, documenting discussions so everyone's on the same page. By creating consistent touchpoints and being transparent about expectations, decisions, and potential challenges, we can catch misunderstandings before they become full-blown conflicts. It's about creating a communication rhythm that prevents those team silos from forming.

Integrated Feedback Loops: I establish a continuous feedback channel where support can relay customer insights directly to product managers. This collaboration ensures that product updates address real user needs, enhancing user experience and reducing support tickets. KPIs Alignment: By aligning key performance indicators (KPIs) between the teams—such as customer satisfaction scores and response times—we adopt a shared accountability narrative. This alignment helps both teams recognize their interconnected roles in driving business success.

"Silos kill synergy." The friction between product and support teams often stems from a lack of clarity and miscommunication. To bridge this gap, actively involve a representative from the support team in product decision-making processes. Include them in roadmap discussions to integrate their insights, which are directly derived from user feedback. Additionally, schedule regular one-on-one sessions with the support team to delve into major user pain points. Understanding these frustrations firsthand not only aligns teams but also enhances product development by addressing real user issues effectively.

Great teams are built on understanding, not assumptions. Clear communication is the bridge between expectation & execution. So, If my product and support teams are at variance over expectations, I start by organizing a joint session with both teams to discuss how each other's goals and challenges might help them better understand each other. Listening is key, invite them to share examples where expectations got out of line and work collaboratively to find common ground. Once the issues are identified, define clear & measurable expectations, often documented as part of SLA or roadmap. Also establish regular check-ins so any issues can be addressed early on. This way, we align on priorities and prevent similar friction points from recurring.

Regular Sync-Ups: Scheduling bi-weekly meetings ensures both teams stay aligned on priorities, allows for open discussion, and addresses any emerging pain points before they escalate. Shared Roadmap: Developing a combined roadmap allows both teams to see how their work supports the big picture. It also gives the support team a heads-up on upcoming changes, so they’re prepared to assist customers effectively. Cross-Training and Shadowing: When team members spend time in each other's roles, it builds empathy and a better understanding of each team’s challenges. It’s a great way to foster respect and improve collaboration.