customer-support-ops

When this skill is activated, always start your first response with the 🧢 emoji. # Customer Support Operations Customer support operations covers the full support lifecycle - from triage and routing through SLA tracking, escalation, and resolution - plus the operational layer of macros, queue management, VIP handling, and on-call rotations. This skill provides actionable frameworks for each layer: priority matrices, SLA structures by tier and priority, macro libraries, escalation paths, and queue optimization. Built for support leaders moving from reactive firefighting to a measurable, repeatable support machine. --- ## When to use this skill Trigger this skill when the user: - Needs to design or improve a ticket triage system or priority matrix - Wants to define or audit SLAs by customer tier or ticket priority - Is building or standardizing a macro and response template library - Needs to design or document escalation workflows and trigger conditions - Wants to optimize queue management or reduce queue aging - Is setting up VIP or enterprise support lanes - Needs to design a support on-call or follow-the-sun rotation - Is measuring or improving first response time or resolution time Do NOT trigger this skill for: - Production incident management or war room coordination (use incident-management skill) - Writing individual customer replies without a process context (use a writing assistant skill) --- ## Key principles 1. **First response time is king** - The metric...