This certainly isn’t an answer but there’s a couple of things at play here.
Not only are we dealing with significantly more queries than when I joined a year ago, we’re also dealing with a far wider variety and more difficult queries.
This year, we committed to rapidly scaling our support team to resolve the long wait times many people experienced towards the end of the last year and to ease some of the pressure on the existing team (I certainly went through hell over the new year before I moved into engineering!).
It’s certainly fair to say there have indeed been some growing pains bringing in a large number of new staff while also launching new features but it’s something we’ve been actively improving over the last quarter.