Hugo's Director of Customer Support & Digital Operations, Funmi Mide Ajala, joins the DesignRush Podcast to explain how AI is changing hiring, burnout, and the skills support teams need today.
Miami, Florida--(Newsfile Corp. - May 5, 2026) - The latest episode of the DesignRush Podcast features Funmi Mide Ajala, Director of Customer Support & Digital Operations at Hugo Inc., discussing how AI is reshaping attrition, hiring, and talent development in customer support.
Funmi Mide Ajala, Director of Customer Support & Digital Operations at Hugo, joins host Kia Johnson on episode No. 137 of the DesignRush Podcast.
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In the conversation, Ajala explains that while AI reduces routine support tasks, it increases the complexity and emotional intensity of the work handled by human teams.
"It's less volume of work, but more complex work. That in itself is intense," Ajala told DesignRush's host, Kia Johnson.
In this episode, she discusses:
- Why lower ticket volume doesn't reduce pressure on support teams
- How AI is changing hiring and talent expectations
- Which human skills matter more in complex support environments
The episode also examines how companies are approaching AI adoption, including the risks of introducing tools without clear standards, training, or defined outcomes.
Ajala shares insights from her experience building and managing remote support teams, highlighting how organizations need to rethink onboarding, training, and performance expectations as roles evolve.
Catch the episode on YouTube and Spotify.
Want to be a guest on the DesignRush Podcast? Email spotlight@designrush.com to get featured.
About Funmi Mide Ajala
Funmi Mide Ajala leads Customer Support and Digital Operations at Hugo. She builds support teams and systems that help fast-growing companies run more efficient, reliable customer service. Her work spans customer support, operations, and team development, with a focus on remote teams that can perform and scale in complex environments.
About DesignRush
DesignRush is a media platform and B2B marketplace connecting businesses with agencies through expert reviews, agency rankings, awards, industry insights, and curated agency recommendations for vetted projects.
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