support-operations

Name: support-operations
Author: ncklrs

129installs3forks

How to install support-operations?

ncklrs/startup-os-skills/support-operations

$npx -y skills add ncklrs/startup-os-skills --skill support-operations

Installs into the current project.

Summary

Expert support operations guidance for customer service excellence. Use when designing ticket management systems, creating SLA policies, building support tier structures (L1/L2/L3), optimizing knowledge bases, defining severity levels and escalation procedures, implementing suppo

Files · 1

View on GitHub

SKILL.md

1	# Support Operations
2
3	Strategic support operations expertise for customer-facing teams — from ticket management and SLA design to escalation workflows and self-service optimization.
4
5	## Philosophy
6
7	Great support isn't about closing tickets fast. It's about solving customer problems permanently while building scalable systems.
8
9	The best support operations teams:
10	1. Prevent before they support — Self-service and proactive help reduce ticket volume
11	2. Measure what drives loyalty — Resolution quality beats response speed
12	3. Escalate with context — Every handoff preserves customer history
13	4. Feed insights upstream — Support data drives product and success improvements
14
15	## How This Skill Works
16
17	When invoked, apply the guidelines in `rules/` organized by:
18
19	- `ticket-*` — Ticket management, prioritization, queue optimization
20	- `sla-*` — SLA design, compliance monitoring, escalation triggers
21	- `tier-*` — Support tier structure, skill-based routing, specialization
22	- `knowledge-*` — Knowledge base strategy, self-service, deflection
23	- `metrics-*` — CSAT, FRT, TTR, FCR, quality scoring
24	- `escalation-*` — Severity definitions, escalation paths, incident management
25	- `tooling-*` — Support stack optimization, integrations, automation
26	- `feedback-*` — Support-to-CS handoffs, product feedback loops, voice of customer
27
28	## Core Frameworks
29
30	### The Support Operations Hierarchy
31
32	\| Level \| Focus \| Metrics \| Owner \|
33	\|-------\|-------\|---------\|-------\|
34	\| Tickets \| Individual resolution \| Handle time, CSAT \| Agents \|
35	\| Queue \| Flow optimization \| Wait time, backlog \| Team leads \|
36	\| Channel \| Channel effectiveness \| Deflection, containment \| Managers \|
37	\| Operations \| System performance \| Cost per ticket, NPS \| Directors \|
38	\| Strategy \| Business impact \| Retention, expansion \| VP/C-level \|
39
40	### The Support Tier Model
41
42	```
43	┌─────────────────────────────────────────────────────────────────┐
44	│ TIER 3 (L3) │
45	│ Engineering escalation, code-level issues, custom development │
46	│ Target: <5% of tickets \| SLA: Best effort │
47	├─────────────────────────────────────────────────────────────────┤
48	│ TIER 2 (L2) │
49	│ Technical specialists, complex troubleshooting, integrations │
50	│ Target: 15-25% of tickets \| SLA: 4-8 hours │
51	├─────────────────────────────────────────────────────────────────┤
52	│ TIER 1 (L1) │
53	│ First response, common issues, documentation guidance │
54	│ Target: 60-80% resolution \| SLA: 15-60 minutes │
55	├─────────────────────────────────────────────────────────────────┤
56	│ SELF-SERVICE (L0) │
57	│ Knowledge base, chatbots, community forums, in-app help │
58	│ Target: 30-50% deflection \| SLA: Instant │
59	└─────────────────────────────────────────────────────────────────┘
60	```
61
62	### Ticket Priority Matrix
63
64	\| Priority \| Business Impact \| Response SLA \| Resolution SLA \| Examples \|
65	\|----------\|-----------------\|--------------\|----------------\|----------\|
66	\| P1 Critical \| Complete outage, data loss \| 15 min \| 4 hours \| System down, security breach \|
67	\| P2 High \| Major feature broken \| 1 hour \| 8 hours \| Key workflow blocked \|
68	\| P3 Medium \| Feature impaired \| 4 hours \| 24 hours \| Partial functionality \|
69	\| P4 Low \| Minor issue, cosmetic \| 8 hours \| 72 hours \| UI bug, minor inconvenience \|
70	\| P5 Request \| Feature request, how-to \| 24 hours \| 5 days \| Enhancement, training \|
71
72	### Support Metrics Framework
73
74	\| Metric \| Definition \| Target \| Warning \|
75	\|--------\|------------\|--------\|---------\|
76	\| CSAT \| Customer satisfaction score \| 90%+ \| <85% \|
77	\| FRT \| First response time \| <1 hour \| >4 hours \|
78	\| TTR \| Time to resolution \| <24 hours \| >72 hours \|
79	\| FCR \| First contact resolution \| 70%+ \| <50% \|
80	\| NPS \| Net promoter score \| 30+ \| <10 \|
81	\| Ticket Volume \| Tickets per 100 customers \| 5-15 \| >25 \|
82	\| Deflection Rate \| Self-service success \| 30-50% \| <20% \|
83	\| Escalation Rate \| Tickets escalated \| 10-20% \| >30% \|
84	\| Reopen Rate \| Tickets reopened \| <5% \| >10% \|
85	\| Agent Utilization \| Productive time \| 70-80% \| <60% or >90% \|
86
87	### The Ticket Lifecycle
88
89	```
90	┌─────────────────────────────────────────────────────────────────┐
91	│

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Type

support-operations

129installs3forks

View on GitHub

How to install support-operations?

ncklrs/startup-os-skills/support-operations

$npx -y skills add ncklrs/startup-os-skills --skill support-operations

Installs into the current project.

Summary

Files · 1

View on GitHub

SKILL.md

1	# Support Operations
2
3	Strategic support operations expertise for customer-facing teams — from ticket management and SLA design to escalation workflows and self-service optimization.
4
5	## Philosophy
6
7	Great support isn't about closing tickets fast. It's about solving customer problems permanently while building scalable systems.
8
9	The best support operations teams:
10	1. Prevent before they support — Self-service and proactive help reduce ticket volume
11	2. Measure what drives loyalty — Resolution quality beats response speed
12	3. Escalate with context — Every handoff preserves customer history
13	4. Feed insights upstream — Support data drives product and success improvements
14
15	## How This Skill Works
16
17	When invoked, apply the guidelines in `rules/` organized by:
18
19	- `ticket-*` — Ticket management, prioritization, queue optimization
20	- `sla-*` — SLA design, compliance monitoring, escalation triggers
21	- `tier-*` — Support tier structure, skill-based routing, specialization
22	- `knowledge-*` — Knowledge base strategy, self-service, deflection
23	- `metrics-*` — CSAT, FRT, TTR, FCR, quality scoring
24	- `escalation-*` — Severity definitions, escalation paths, incident management
25	- `tooling-*` — Support stack optimization, integrations, automation
26	- `feedback-*` — Support-to-CS handoffs, product feedback loops, voice of customer
27
28	## Core Frameworks
29
30	### The Support Operations Hierarchy
31
32	\| Level \| Focus \| Metrics \| Owner \|
33	\|-------\|-------\|---------\|-------\|
34	\| Tickets \| Individual resolution \| Handle time, CSAT \| Agents \|
35	\| Queue \| Flow optimization \| Wait time, backlog \| Team leads \|
36	\| Channel \| Channel effectiveness \| Deflection, containment \| Managers \|
37	\| Operations \| System performance \| Cost per ticket, NPS \| Directors \|
38	\| Strategy \| Business impact \| Retention, expansion \| VP/C-level \|
39
40	### The Support Tier Model
41
42	```
43	┌─────────────────────────────────────────────────────────────────┐
44	│ TIER 3 (L3) │
45	│ Engineering escalation, code-level issues, custom development │
46	│ Target: <5% of tickets \| SLA: Best effort │
47	├─────────────────────────────────────────────────────────────────┤
48	│ TIER 2 (L2) │
49	│ Technical specialists, complex troubleshooting, integrations │
50	│ Target: 15-25% of tickets \| SLA: 4-8 hours │
51	├─────────────────────────────────────────────────────────────────┤
52	│ TIER 1 (L1) │
53	│ First response, common issues, documentation guidance │
54	│ Target: 60-80% resolution \| SLA: 15-60 minutes │
55	├─────────────────────────────────────────────────────────────────┤
56	│ SELF-SERVICE (L0) │
57	│ Knowledge base, chatbots, community forums, in-app help │
58	│ Target: 30-50% deflection \| SLA: Instant │
59	└─────────────────────────────────────────────────────────────────┘
60	```
61
62	### Ticket Priority Matrix
63
64	\| Priority \| Business Impact \| Response SLA \| Resolution SLA \| Examples \|
65	\|----------\|-----------------\|--------------\|----------------\|----------\|
66	\| P1 Critical \| Complete outage, data loss \| 15 min \| 4 hours \| System down, security breach \|
67	\| P2 High \| Major feature broken \| 1 hour \| 8 hours \| Key workflow blocked \|
68	\| P3 Medium \| Feature impaired \| 4 hours \| 24 hours \| Partial functionality \|
69	\| P4 Low \| Minor issue, cosmetic \| 8 hours \| 72 hours \| UI bug, minor inconvenience \|
70	\| P5 Request \| Feature request, how-to \| 24 hours \| 5 days \| Enhancement, training \|
71
72	### Support Metrics Framework
73
74	\| Metric \| Definition \| Target \| Warning \|
75	\|--------\|------------\|--------\|---------\|
76	\| CSAT \| Customer satisfaction score \| 90%+ \| <85% \|
77	\| FRT \| First response time \| <1 hour \| >4 hours \|
78	\| TTR \| Time to resolution \| <24 hours \| >72 hours \|
79	\| FCR \| First contact resolution \| 70%+ \| <50% \|
80	\| NPS \| Net promoter score \| 30+ \| <10 \|
81	\| Ticket Volume \| Tickets per 100 customers \| 5-15 \| >25 \|
82	\| Deflection Rate \| Self-service success \| 30-50% \| <20% \|
83	\| Escalation Rate \| Tickets escalated \| 10-20% \| >30% \|
84	\| Reopen Rate \| Tickets reopened \| <5% \| >10% \|
85	\| Agent Utilization \| Productive time \| 70-80% \| <60% or >90% \|
86
87	### The Ticket Lifecycle
88
89	```
90	┌─────────────────────────────────────────────────────────────────┐
91	│

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