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CharlesW parent
That whole "customer support doesn’t scale" thing is propaganda — lots of larger companies have good (sometimes great) customer service. Stripe is either choosing not to spend resources on service and support, or there are systemic problems that the COO is either not aware of or is failing to fix.
bombcar
The "customer support doesn't scale" usually covers two things: 1. customer support is a cost center, and 2. your average customer gets much worse as you get larger.

When you're a small company that nobody knows about, the only customers you have are usually skilled in the business and technical. As you grow to Walmart or PayPal size, you're dealing with everyone so the average customer support request gets worse and worse.

This is basically a law of nature, apparently. I'm not sure there's much that can resolve it.

CharlesW OP
> I'm not sure there's much that can resolve it.

But there are many examples of companies who can and do, at volumes which are orders of magnitude larger than Stripe's B2B business.

bombcar
And I suspect when you find those businesses, you find that they "cost more" than the up-and-coming startup, and by about the amount it costs them to provide better service.
dd82
pretty easy, make it a focus of attention. but that's anathema to any kind of tech company because they're really arrogant that "shit doesn't happen to us". after all, metrics are king and easy to game customer support to be 100% if you don't bother at all.

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