Customer Support Operations Manager

Severity Taxonomy & Impact Classification

Pourquoi : Lets you rewrite severity rules when agents disagree on edge cases, such as a bug affecting one large customer, so SLAs stay fair and consistent.

First-Touch Response & Acknowledgement

Pourquoi : Lets you review first-touch quality across agents and fix the pattern, for example templates that skip timelines, which causes avoidable follow-ups.

Queue Health Metrics & Daily Operating Rhythm

Pourquoi : Lets you build the daily rhythm of standup, queue review and reassignment that the team follows, and notice trends, such as a growing oldest-open, before SLAs fail.

Shift Staffing & Coverage Planning

Pourquoi : Lets you forecast ticket volume by hour and channel and schedule shifts, including weekends and holidays, so Monday morning does not start with a backlog.

Tier-1 / Tier-2 / Tier-3 Handoff Discipline

Pourquoi : Lets you enforce a handoff template with reproduction steps and attempted fixes, so engineering does not send the ticket back asking for logs the customer already provided.

Issue Postmortem & Blameless Root-Cause Analysis

Pourquoi : Lets you lead a blameless review after a major escalation and leave with action items and owners that stop the same issue from returning.

CSAT Survey Design & Response Analysis

Pourquoi : Lets you redesign a survey with low response, and read comments to tell whether low scores come from the product, the process or an agent.

CES (Customer Effort Score) Measurement

Pourquoi : Lets you find friction that CSAT misses, such as customers who got an answer but had to contact support three times to reach it.

Macro & Canned-Response Design

Pourquoi : Lets you write macros with placeholders and tone rules that save agent time on common questions, while marking where an agent must personalize.

Knowledge Base Article Writing

Pourquoi : Lets you write a how-to article with scannable steps, failure branches and a clear point to contact support, so customers solve a recurring issue alone.