support-manager

name	support-manager
description	Customer support management, ticket handling, SLA, escalation
version	2.0.0
tags	["support","tickets","sla","escalation"]
agents	["universal"]

Support Manager Skill

Comprehensive customer support management including ticket handling, SLA, team management, and escalation processes.

When to Use This Skill

USE THIS SKILL when:

• Managing support team
• Handling escalations
• Creating support processes
• SLA management
• "Customer is escalating"
• Support metrics reporting
• Knowledge base management

DO NOT USE for:

• Customer success (use customer-success)
• Technical troubleshooting (use troubleshooting)

Support Team Structure

Team Roles

Role	Responsibilities	Ratio
L1 Support	Basic questions, triage	50-60%
L2 Support	Technical issues	25-30%
L3 Support	Complex Escalations	10-15%
Support Manager	Team lead, process	1 per team

Team Sizing

Customers	Team Size	Hours
1-500	1	8x5
500-2K	2-3	8x5
2K-5K	4-6	8x5 + on-call
5K-10K	7-10	24x7
10K+	10+	24x7 + follow-the-sun

Ticket Management

Ticket Lifecycle

NEW → ASSIGNED → IN PROGRESS → PENDING → SOLVED → CLOSED
              ↓
           BLOCKED → Escalation required

Ticket Creation Template

## New Ticket

### Customer Information
- Name: [Name]
- Email: [Email]
- Company: [Company]
- Plan: [Free/Pro/Enterprise]

### Ticket Details
| Field | Value |
|-------|-------|
| ID | Auto-generated |
| Priority | [P1/P2/P3/P4] |
| Category | [Bug/Feature/Question] |
| Channel | [Email/Chat/Phone/Social] |

### Issue Summary
[What happened]

### Steps to Reproduce
1. [Step 1]
2. [Step 2]
3. [Step 3]

### Expected Behavior
[What should happen]

### Actual Behavior
[What actually happened]

Priority Matrix

Priority	Definition	Response Time	Resolution Target
P1 - Critical	System down, data loss	15 min	4 hours
P2 - High	Major functionality broken	1 hour	8 hours
P3 - Normal	Feature not working	4 hours	3 days
P4 - Low	Feature request	24 hours	2 weeks

SLA Management

SLA by Priority

## SLA Standards

### Response Times
| Priority | Response Time | Update Frequency |
|----------|----------------|-------------------|
| P1 | 15 min | Every 30 min |
| P2 | 1 hour | Every 2 hours |
| P3 | 4 hours | Daily |
| P4 | 24 hours | N/A |

### Resolution Times
| Priority | Target | Maximum |
|----------|--------|---------|
| P1 | 4 hours | 8 hours |
| P2 | 8 hours | 24 hours |
| P3 | 3 days | 7 days |
| P4 | 2 weeks | 30 days |

SLA Tracking

Metric	Target	Alert
First Response	<[Target]	>[Target]
Resolution Time	<[Target]	>[Target]
SLA Compliance	>95%	<90%

Escalation Process

When to Escalate

## Escalation Criteria

### Technical Escalation (L2)
- [ ] Requires code change
- [ ] Bug in core functionality
- [ ] Integration issues
- [ ] Performance problems

### Management Escalation (L3/Tier)
- [ ] Customer threatening to churn
- [ ] Press/media involvement
- [ ] Legal/regulatory issue
- [ ] Security breach
- [ ] VIP customer
- [ ] P1 unresolved >2 hours

Escalation Template

## Escalation Ticket

### Original Ticket
- ID: [ID]
- Customer: [Name]
- Priority: [P#]
- Status: [Open/In Progress]

### Escalation Reason
| | Details |
|----------|----------|
| Why escalated | [Reason] |
| Who escalated | [Name] |
| When escalated | [Date/Time] |

### Summary
[Brief issue summary]

### Attempted Resolutions
1. [Attempt 1]: [Result]
2. [Attempt 2]: [Result]

### Required Expertise
- [Technical area]
- [Specific skill]

### Customer Status
- Sentiment: [Frustrated/Angry/Neutral]
- Contract value: $[X]
- Account age: [X] years

Escalation Response

## Escalation Response

### First Response (Within [X] hours)
- [ ] Acknowledge escalation
- [ ] Assign to specialist
- [ ] Update customer

### Resolution Process
1. [ ] Reproduce issue
2. [ ] Identify root cause
3. [ ] Develop fix
4. [ ] Test solution
5. [ ] Deploy
6. [ ] Confirm with customer

### Follow-up
- [ ] Document resolution
- [ ] Update knowledge base
- [ ] Notify customer of fix

Team Management

Support Metrics Dashboard

## Support Metrics - [Date Range]

### Volume Overview
| Metric | [This Week] | [Last Week] | Change |
|--------|-------------|-------------|--------|
| Total Tickets | X | X | X% |
| Resolved | X | X | X% |
| Open | X | X | X% |

### Response Performance
| Metric | This Week | Target | Status |
|--------|---------|--------|--------|
| Avg Response Time | X min | <30 min | [✓/X] |
| Avg Resolution Time | X hrs | <24 hrs | [✓/X] |
| SLA Compliance | X% | >95% | [✓/X] |

### Team Performance
| Agent | Resolved | CSAT | First Response |
|-------|----------|------|----------------|
| [Name] | X | X.X | X min |
| [Name] | X | X.X | X min |

Agent Performance Review

## Agent Performance - [Agent Name]

### Productivity
| Metric | Value | Target | Rating |
|--------|-------|--------|--------|
| Tickets Resolved | X | X | [✓/X] |
| Avg Handle Time | X min | <X | [✓/X] |
| Availability | X% | >90% | [✓/X] |

### Quality
| Metric | Value | Target | Rating |
|--------|-------|--------|--------|
| CSAT Score | X.X | >4.5 | [✓/X] |
| Resolution Rate | X% | >85% | [✓/X] |
| Escalation Rate | X% | <15% | [✓/X] |

### Development
- [ ] Training completed
- [ ] Shadowed sessions
- [ ] Mentoring provided

Knowledge Management

Knowledge Base Structure

### Knowledge Base Categories

1. Getting Started
   - [ ] Quick start guide
   - [ ] Account setup
   - [ ] Basic features

2. Troubleshooting
   - [ ] Common issues
   - [ ] Error messages
   - [ ] FAQ

3. Feature Guides
   - [ ] How-to guides
   - [ ] Advanced features
   - [ ] Integrations

4. Billing
   - [ ] Billing questions
   - [ ] Plan changes
   - [ ] Refunds

Article Template

---
title: [Article Title]
category: [Category]
tags: [keyword1, keyword2]
---

# [Title]

## Problem
[What issue this solves]

## Solution
### Step 1: [Description]
[Instructions]

### Step 2: [Description]
[Instructions]

## Related Articles
- [Link to related]
- [Link to related]

Quality Checklist

• SLA defined by priority
• Ticket workflow documented
• Escalation path clear
• Knowledge base current
• Team trained
• Metrics reporting active

Key Metrics

Metric	Target	Alert
First Response	<30 min	>1 hour
Resolution Time	<24 hrs	>48 hrs
SLA Compliance	>95%	<90%
CSAT	>4.5	<4.0
Ticket Backlog	<100	Growing

---

Compatible Agents

All SKILL.md agents ✅

See Also

• troubleshooting
• knowledge-base
• customer-success