Your support team should have a standing sync meeting with Product team and other leadership. The agenda should include...

What's on fire

- Things that need to be fixed/escalated immediately

Themes and patterns

- What's generally going well

- What's generally going poorly that should result in product, docs and/or ops changes

Metrics

- How is support performing against KPIs

- How are things improving?

Product & Show and tell

- Product showing what they're working on next

- Support helping Product to refine their thinking

- Support taking on tasks to write or update support docs