Junior Customer Support Rep (L1) #
Skill #
Technical #
- Communicates basic product knowledge to customers well and with enthusiasm.
- Customer emails adhere to the style guide with occasional need for redirection. Able to work independently on routine emails, and doesn’t need help answering commonly asked questions.
- Demonstrated good technical understanding of most of the software systems and tools needed in daily work. Technical knowledge of the products is limited and developing.
Scope #
- Works primarily on customer communication; no project work or limited involvement.
Judgment #
- Capable of managing individual to-dos. Pitches in on project work when asked, with oversight.
Engagement #
Ownership — Manager of One #
- Manages the individual steps to arrive to solutions once assigned work.
Communication #
- Communicates well on team calls and in Basecamp check-ins. Asks questions of more senior teammates after doing research to find answers.
Planning #
- Able to plan individual daily tasks with little feedback or oversight. Able to call attention to opportunities for small improvements to projects and product.
Flexibility #
- Has some points of view about technical solutions and best practices, but mostly observes and learns from the more senior members of your team.
Trust #
- Work is reviewed, and mistakes in quality and general approach do not repeat often.
Coachability #
Feedback #
- Actively seeks feedback. Receives feedback with a positive attitude, and applies corrective feedback well. Hungry for growth & development.
Customer Support Rep (L2) #
Skill #
Technical #
- Confident in product knowledge and well versed in one product. Communicates knowledge to customers well and with enthusiasm, and able to adapt messaging to the situation.
- Customer emails adhere to the style guide with little need for redirection. Able to work independently on all emails or calls.
- Demonstrated technical understanding of the software systems and tools used in your daily work. Good technical understanding of one product.
Scope #
- Participates in project work with oversight from a senior teammate.
Judgment #
- Manages daily workflow and to-dos without oversight.
Engagement #
Ownership — Manager of One #
- Sets their own direction once assigned work. Asks questions but does not need status checks outside of email reviews.
Communication #
- Attempts to unblock themselves but asks for help when needed. Communicates well within the team structure, sharing knowledge and bringing in more experienced teammates when needed.
Planning #
- Able to plan individual daily tasks with minimal oversight. Routinely calls attention to opportunities for small improvements to projects and product.
Flexibility #
- Demonstrated willingness to express a viewpoint and opinion, and able to disagree and commit.
Trust #
- Productive member of the team, able to contribute effectively to small projects. Work is reviewed with the occasional need for edits.
Coachability #
Feedback #
- Able to weigh in on larger discussions at the team level with helpful, relevant feedback. Receives feedback with a growth mindset.
Senior Customer Support Rep (L3) #
Skill #
Technical #
- Proficient in one or more products. Communicates knowledge to customers well and with enthusiasm, and able to adapt messaging to the situation.
- Customer emails adhere to the style guide with no need for redirection.Able to work independently on all emails or calls, and doesn’t need help answering questions.
- Able to diagnose and escalate low-level technical issues appropriately. Good technical understanding of all products.
Scope #
- Works independently on small projects and are a reliable contributor to larger projects.
Judgment #
- Manages daily workflow and special projects with minimal oversight or approval. Good sense for when to cut scope to deliver projects on time, within appetite.
Engagement #
Ownership — Manager of One #
- Sets their own direction and works with little to no oversight or help. Conceptualizes new work to be done, steps to get there, and then executes the steps to complete it.
Communication #
- Attempts to unblock themselves but ask for help when needed. Communicates well within the team structure, sharing knowledge and bringing in more experienced teammates when needed.
Planning #
- Plans individual projects effectively with little oversight. Contributes to cycle planning. Identifies work without having it assigned and without asking others what’s important. Able to pitch projects to the team and explain why it’s important and should be prioritized.
Flexibility #
- Demonstrated strong points of view about technical approaches and solutions that are rooted in experience. Willing to express a viewpoint and opinion, and also able to disagree and commit.
Trust #
- Fully productive member of the team, able to contribute to almost any project. Work doesn’t necessarily need to be reviewed, but general approach may be.
Coachability #
Feedback #
- Able to act as informal mentor, and provides helpful, direct, specific feedback to more junior teammates.
Lead Customer Support Rep (L4) #
Skill #
Technical #
- Proficient in multiple products. Communicates knowledge to customers well and with enthusiasm, and able to adapt messaging to the situation.
- Customer emails adhere to the style guide, and contributes to the style guide and snippets repo. Able to work independently on all emails and calls, and can handle difficult cases and frustrated customers.
- Able to diagnose and escalate most technical issue appropriately. Capable of correcting low-level customer technical issues independently, with support from on-call.
Scope #
- Elevates team and company standards through developing new processes, procedures, and effective communication. Major contributor on special project work.
Judgment #
- Strong ability to set scope and manage large ongoing projects with minimal oversight or approval. Sought out for advice by teammates and outside the team.
Engagement #
Ownership — Manager of One #
- Capable of setting small team direction. Manages projects and resources, requiring little to no redirection or input from leadership.
Communication #
- Acts as a representative to the company, weighing in on larger discussions and making recommendations. Rarely need help unblocking themselves, and acts as a resource for others.
Planning #
- Key contributor to cycle planning. Able to plan and execute large projects.
Flexibility #
- Strong points of view rooted in experience, technical expertise, and industry best practices. Expresses opinions confidently and effectively, and can balance recommendations with the larger needs of the team.
Trust #
- Able to contribute to any project and able to resolve almost any customer interaction. Work happens autonomously with no regular need for review. Work is almost always free of mistakes, and often helps others improve the quality of their work.
Coachability #
Feedback #
- Sought by colleagues on and off the team for help with critical work or decisions.
Principal Customer Support Rep (L5) #
Skill #
Technical #
- Expert in multiple products. Communicates knowledge to customers well and with enthusiasm, and able to adapt messaging to the situation.
- Customer emails adhere to the style guide, and contributes to the style guide and snippets repo. Able to work independently on all emails and calls, and can handle the most difficult cases and frustrated customers.
- Able to diagnose and escalate all technical issues appropriately. Capable of correcting many customer technical issues independently.
Scope #
- Capable of conceptualizing and executing large special projects and working with a team to complete them.
Judgment #
- A leader in ensuring robust and effective best practices are understood and followed across the team and organization. Has a wide range of focus and finds opportunities to make improvements to work, without it being assigned.
Engagement #
Ownership — Manager of One #
- Capable of setting team direction. Manages projects and resources, requiring little to no redirection or input from leadership.
Communication #
- Demonstrate project management and communication best practices. Ensures leadership is informed on team progress.
Planning #
- Able to plan and execute large projects while keeping team and company strategy in mind.
Flexibility #
- Demonstrated ability to think through problems and devise and apply novel solutions that are outside the box.
Trust #
- Significant contributor to problem resolution and code resolution; demonstrate consistent maturity and leadership.
Coachability #
Feedback #
- A leader on the team. Sought by colleagues on and off the team for help with critical work or decisions.