How do you scale customer support from 10 people to more than 2,300—while keeping humanity, psychology, and operational excellence at the center? In today’s episode, we sit down with Jason Katz, former early Peloton leader and now founder of Lentil Labs, to explore how customer experience transforms when technology, empathy, and data-driven insights collide. Jason shares the wild hypergrowth journey of Peloton’s support team, the surprising lessons he learned rebuilding their entire support ...