When Your Best Support Agent Quits, You Lose More Than a Hire

## The 2 AM Slack Message

You're half asleep when the message comes in. "Hey, wanted to let you know I accepted an offer. Last day is in two weeks."

It's your best support agent. The one who knew why that one enterprise customer's API integration broke every third Thursday. The one who'd built a mental map of every edge case in your billing system. The one new hires would ping before checking the docs because the docs didn't have half of what she knew.

Two weeks. That's what you've got to ext...