Support Team
Eight-person support org for a mid-market SaaS. Two humans handle escalations and quality; everything tier-1 runs as a fleet.
One head of support. Reports to the COO.
Owns CSAT, response-time SLAs, escalation paths.
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Tier-1. Agent-led with human override.
Senior
Handles tickets the tier-1 fleet escalates. Owns the runbook quality.
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First-touch on every ticket. Resolves known categories; escalates judgment calls.
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Retention, expansion, account health.
Owns named accounts. Quarterly business reviews, renewal conversations.
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Watches usage signals, flags accounts at risk, drafts the outreach.
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Help center, in-app guidance, knowledge base. The thing the fleet reads from.
Maintains the help center. Watches for ticket patterns that mean a doc needs updating.
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Reviews random agent transcripts, scores them, retrains the fleet.
Sets the rubric, samples transcripts weekly, owns the agent prompt revisions.
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