Hiring your first dedicated support person is a reasonable instinct once ticket volume outgrows what a founder can handle between everything else. It's also slow: a search, weeks of ramp time learning your product and policies, and the ongoing cost of managing someone whose job, at least at first, is mostly repetitive. It's a particularly bad fit for how e-commerce support volume actually moves, flat for months, then spiking hard around a major sale or the holidays, right when a new hire would still be finding their footing.
The Resolution Agent isn't a replacement for a good support hire handling real relationships and hard calls, most SMBs don't have that role yet anyway. It's coverage for the repetitive volume that shouldn't have needed a hire in the first place, coverage that doesn't disappear the week volume triples and doesn't need a ramp period to get there.