I lead support at a 40-person B2B SaaS. Last year I had 7 agents handling ~1,200 tickets a week. We built an LLM router on top of Zendesk that drafts replies, runs refund logic, and escalates anything touching billing edge cases. Median handle time dropped from 14 minutes to 4. Backlog cleared. Beautiful dashboards. What nobody warned me about: the agent who designed the whole pipeline quit four months in. She told me the job had become QA on a system that mostly worked, and the parts she found interesting were already automated. We promoted internally to replace her and the new lead cannot debug the prompt chain when it drifts. I now spend two days a week doing reviews I used to delegate. The productivity number is real. The org chart underneath it is not. We optimized away the rung where people learned the product deeply enough to fix the automation. I am not sure what the fix is. Hiring a senior IC just to babysit prompts feels like a regression, but pretending a junior can grow into it is how we got here.