TeamOperations · v1.1.0

Customer Support Team

Ticket triage, reply writing, escalation management, knowledge base authoring and churn prevention, with macro and postmortem workflows.

Triage, replies, escalation, knowledge base and retention.

Triage looks for the incident hiding in the queue before working through it ticket by ticket — three similar tickets in an hour is one incident, and catching it early is the highest-value thing a support team does.

Agents 5

  1. 01escalation-managerUse for escalated and at-risk situations — major incidents affecting customers, angry enterprise accounts, executive complaints, and coordinating a response across support, engineering and account management.
  2. 02knowledge-base-authorUse to write and maintain help content — how-to articles, troubleshooting guides, FAQs, error message explanations and onboarding documentation that reduces ticket volume.
  3. 03retention-specialistUse for churn prevention and win-back — cancellation conversations, at-risk account plans, downgrade alternatives, renewal saves and diagnosing why customers actually leave.
  4. 04support-reply-writerUse to write customer replies — answers, bug acknowledgements, apologies, refusals, outage communications and follow-ups — that resolve the issue and leave the customer feeling handled.
  5. 05support-triage-specialistUse to triage incoming tickets — classifying, prioritising, routing, spotting incidents hiding in a queue, and identifying the small number of tickets that need someone senior right now.

Skills 2

  1. 01support-macrosBuild a macro and snippet library for a support team — the reply templates for the highest-volume situations, written to be edited rather than pasted, with routing rules and tone guidance. Use when asked to create canned responses, macros, templates or a support playbook.
  2. 02support-postmortemTurn tickets and incidents into fixes — pattern analysis across the queue, blameless incident postmortems, and the follow-up actions that reduce future volume. Use after an incident, or when asked why ticket volume is rising.

Commands 2

  1. 01/replyDraft a customer reply that answers in the first line, commits to something specific, and leaves the customer feeling handled.
  2. 02/triageTriage a ticket queue — classify, prioritise, route, spot incidents and identify what needs someone senior now.

What this team will not do

It will not promise fix dates, refunds, discounts or features without authority; speculate about an incident cause before it is confirmed; blame a customer for a product design failure; make cancelling difficult, or use data export as leverage. Postmortems never name individuals as causes, and never write "human error" where the real finding is a system that allowed it and failed to catch it.

€39one-time

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