Customer Support
| Role |
Primary responsibility |
Level |
| Support Agent L1 |
Resolves tickets daily — email, portal, WhatsApp, phone |
Operational |
| Support Team Lead / Dispatcher |
Balances queue, manages escalations, builds KB, configures predefined replies |
Senior operational |
| Customer Support Manager |
System configuration, KPIs, WhatsApp bots, self-service strategy, cross-department integrations |
Management |
[Email / Portal / WhatsApp / Phone]
↓ (spam filter → email pipe → automatic routing)
[L1 Agent] → responds with Predefined Replies + KB + Appointly callbacks
↓ (if beyond L1)
[Team Lead] → handles escalations, assigns agents, documents in KB
↓ (if another department involved)
[Sales / Finance / Warehouse / IT] → specialised resolution
↓
[Closed] → automatic CSAT survey → Manager monitors KPIs
← Role-based Guides