support management

Illustration of an empty office chair turned toward a desk with coffee and a notebook, symbolizing stepping into a first-time manager role

Advice for First-Time Managers: What I Wish I Knew

matheus.wilke / May 29, 2026

Let me start with the thing nobody tells you when you are chasing a management role. You might get told […]

A steaming coffee cup on a desk beside a book and pen, with a holographic display showing a human connection concept, representing empathy in customer service

Customer Support

Empathy in Customer Service: The Skill AI Can’t Fake

matheus.wilke / May 13, 2026

Empathy in customer service isn’t a soft skill anymore. It’s the one thing AI consistently gets wrong.