Daesun Yim all customer support is done from founder level teammates. Most of the time support questions have to do with bugs – so for example, I’d report a bug to our lead engineer, or manage it on our bug sheet. It happens a few times a week, as we’ve done a nice job with bugs.
I think more of the feedback you’re looking for is what I personally do with Mixpanel. We store all of our platform (user) event data here. This is where I (as a non-dev) write queries in laymen’s terms in the dashboard to find semi-sophisticated metrics that I would ordinarily need a dev to write to the db for.
I should say it’s quite difficult in the beginning setting this up, as you have to spec out for the devs what events and properties you want to track, and it does not come natural. Let me know if this helps.