I lead a support team of 14 at a B2B SaaS. Over the last eight months I built out an agent pipeline (Fin for tier-1 triage, a homegrown RAG layer over our Zendesk macros, GPT drafting for tier-2 replies). Deflection went from 19% to 51%. CSAT held at 4.6. On paper, a win. What nobody warned me about: the work that's left is the work that breaks people. My agents handle the 'where's my invoice' tickets. My humans now spend their day on angry enterprise escalations, billing disputes, and edge cases the bot punted. Two of my best reps quit in Q1. Exit interviews both said the same thing, the job stopped having easy wins. I also became the bottleneck. Every agent prompt change, every macro update, every edge case triage rule routes through me. I'm doing four jobs: manager, prompt engineer, QA, and escalation handler. My calendar is unrecognizable. The productivity number is real. The org chart we need to support it does not exist yet. I don't think mine is the only team in this spot.