Customer Support Operations

Use this skill to turn support from a reactive inbox into a product trust system.

Workflow

1. Identify support surfaces: help center, in-app support, email, chat, store reviews, community, incident status.
2. Read references/support-ops-patterns.md.
3. Define issue taxonomy, triage, escalation, support data, refund/entitlement tools, and feedback loops.
4. Design macros and user messaging that solve without blame.
5. Produce support metrics and product fixes.

Guardrails

• Do not design support that blames users or hides refund, billing, or entitlement truth.
• Do not collapse provider-specific refund authority into one generic macro.
• Do not skip product feedback loops; recurring support themes must route to owners.

Output format