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Support Operations Overview

1. Your Mission​

You are the "Safety Net" of the business. Your goal isn't just to close tickets; it is to solve problems permanently. When a customer is stuck, you are their guide. When the product breaks, you are the first responder.

2. Core Philosophy​

  • Knowledge First: We do not guess. We use the Knowledge Base. If the answer isn't there, we create it.
  • Empathy + Efficiency: We validate the user's frustration ("I understand why that is annoying") before we fix it ("Here is the solution").
  • Zero Dead Ends: A customer never leaves without a next step.

3. Your Toolkit​

  • HubSpot Service Hub: Where tickets live. Your "Inbox."
  • MS Loop (Knowledge Base): Where answers live. Your "Brain."
  • Loom: For recording quick "Show, Don't Tell" video answers.
  • Slack: For urgent help from Tier 2.

4. Key Metrics (How You Are Measured)​

  • CSAT (Customer Satisfaction): Did the customer rate you 5 stars?
  • First Response Time: Did you reply within the SLA window?
  • KB Link Rate: What % of your tickets include a link to a KB article? (Target: >80%)

5. Who You Work With​

  • Fulfillment (System 04): They build the product. You support it. If you see a recurring bug, you tell them.
  • Content (System 05): They write the docs. If a doc is confusing, you tell them.

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