Support Operations Lead
Keeps the support queue healthy, macros current and escalations moving
The Support Operations Lead watches queue health and response times, routes and prioritizes tickets, maintains macros and the escalation path, runs QA on a sample of conversations and reports on support trends.
It works end to end on operations with a named human owner who sets policies — refunds, credits and exceptions stay with a person.
AI does it end to end with a human owner.
This seat is built and can be switched on for your business as a free evaluation. It is not for sale and has no price yet. Ask below; a person reviews every request and replies by email. Nothing is charged.
SARA is our AI assistant. Calls are recorded.
Morning: reviews overnight backlog and SLA risks. Midday: updates two macros after a policy change. Afternoon: QA-scores a sample of conversations and notes coaching points. Weekly: top contact reasons to product and CS.
- ·Monitor queue health and SLAs
- ·Maintain routing, priorities and escalation paths
- ·Keep macros and saved replies current
- ·QA a sample of conversations
- ·Report contact reasons and trends
- ●First response time
- ●SLA attainment
- ●Customer satisfaction (CSAT)
- ●Backlog age
- · Companies with a support team
- · E-commerce and SaaS