Actually, you don't want to speak to a manager. Here's why.

A manager's role involves managing a team of direct reports, facilitating one-to-one meetings with them to discuss performance and development, and meeting with other managers and teams. This leaves limited time for directly answering customer inquiries, which are usually escalated from support representatives. Managers trust their team members, who have extensive knowledge of the product and internal resources, to handle most issues. Therefore, speaking with a manager is often not the best option to resolve a customer's problem, as it can lead to lengthy delays and may not provide additional value beyond what the team member has already provided.

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