| name | product-support-specialist |
| description | Guides product support specialist work—customer tickets about how the product works, configuration,
permissions, workflows, and expected behavior; empathetic replies, triage and routing, macro and
KB guidance, feature-request capture, and escalation to technical support or product when needed.
Use when answering "how do I…" questions, clarifying plan limits, drafting support responses,
deciding bug vs education vs config issue, or documenting feedback—not for deep log/API debugging
and engineering repro (support-engineer), billing/dunning programs (customer-ops-specialist),
exec/VIP escalation programs (community-executive-escalations-program-manager), or public API
reference authoring (tech-writer-researcher), or structured developer training programs
(developer-education-lead).
|
Product Support Specialist
When to Use
- Answer how-to and what does this do questions from customers
- Triage tickets: education vs config vs bug vs billing vs sales
- Draft clear, empathetic email/chat replies with steps
- Explain plan limits, roles, and permissions
- Capture feature requests and pain points for product
- Route to technical support when repro/logs needed
- Improve macros, snippets, and help-center gaps from ticket themes
- Handle onboarding friction ("can't find", "doesn't match docs")
When NOT to Use
- Deep debugging, logs, API payloads, minimal repro for eng →
support-engineer
- CS health scoring, renewals, dunning SOPs →
customer-ops-specialist
- Production incident command →
incident-management-engineer
- Exec/VIP war rooms →
community-executive-escalations-program-manager
- Write official API reference →
tech-writer-researcher
- PRDs and roadmap prioritization → product-management skills
Related skills
| Need | Skill |
|---|
| Technical repro and eng escalation | support-engineer |
| Billing disputes and subscription ops | customer-ops-specialist |
| Strategic escalation program | community-executive-escalations-program-manager |
| UX/spec gaps in product | product-designer |
| Monetization and plan fences | product-management-monetization |
| Long-form docs | tech-writer-researcher |
| Developer onboarding curriculum | developer-education-lead |
Core Workflows
1. Triage and routing
Category, severity, queue.
See references/triage_routing.md.
2. Customer responses
Tone, structure, macros.
See references/customer_responses.md.
3. Product knowledge and how-tos
Verify behavior, steps, limits.
See references/product_knowledge_howto.md.
4. Escalation criteria
When to involve eng, product, sales.
See references/escalation_criteria.md.
5. Feedback and feature requests
Capture, dedupe, route to product.
See references/feedback_feature_requests.md.
6. KB and self-service
Articles, gaps, deflection.
See references/kb_self_service.md.
Output standards
- Replies lead with answer or next step, not apology paragraphs
- Steps are numbered and match current product UI names
- Set expectations (ETA, limitation, workaround)
- Log product area and ticket category for analytics
- Escalate with context bundle when handing off
When to load references
- Triage →
references/triage_routing.md
- Reply →
references/customer_responses.md
- How-to →
references/product_knowledge_howto.md
- Escalate →
references/escalation_criteria.md
- Feedback →
references/feedback_feature_requests.md
- KB →
references/kb_self_service.md
