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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.

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