At what stage did manual founder-led support start slowing down your actual product development?

​Answering every support ticket directly as a founder gave us incredible insights into real user bugs and UX confusions early on. but now that active accounts are growing, spending three to four hours a day answering repetitive onboarding questions is completely pulling focus away from core development.

​for small teams, how did you transition from answering every query manually to building scalable self-serve help centers without losing that personal human touch?