When to Use
- Answer how-to and what does this do questions from customers
- Triage tickets: education vs config vs bug vs billing vs sales
- Draft clear, empathetic email/chat replies with steps
- Explain plan limits, roles, and permissions
- Capture feature requests and pain points for product
- Route to technical support when repro/logs needed
- Improve macros, snippets, and help-center gaps from ticket themes
- Handle onboarding friction ("can't find", "doesn't match docs")
When NOT to Use
- Deep debugging, logs, API payloads, minimal repro for eng →
support-engineer - CS health scoring, renewals, dunning SOPs →
customer-ops-specialist - Production incident command →
incident-management-engineer - Exec/VIP war rooms →
community-executive-escalations-program-manager - Write official API reference →
tech-writer-researcher - PRDs and roadmap prioritization → product-management skills
Related skills
| Need | Skill |
|---|---|
| Technical repro and eng escalation | support-engineer |
| Billing disputes and subscription ops | customer-ops-specialist |
| Strategic escalation program | community-executive-escalations-program-manager |
| UX/spec gaps in product | product-designer |
| Monetization and plan fences | product-management-monetization |
| Long-form docs | tech-writer-researcher |
| Developer onboarding curriculum | developer-education-lead |
Core Workflows
1. Triage and routing
Category, severity, queue.
See references/triage_routing.md.
2. Customer responses
Tone, structure, macros.
See references/customer_responses.md.
3. Product knowledge and how-tos
Verify behavior, steps, limits.
See references/product_knowledge_howto.md.
4. Escalation criteria
When to involve eng, product, sales.
See references/escalation_criteria.md.
5. Feedback and feature requests
Capture, dedupe, route to product.
See references/feedback_feature_requests.md.
6. KB and self-service
Articles, gaps, deflection.
See references/kb_self_service.md.
Output standards
- Replies lead with answer or next step, not apology paragraphs
- Steps are numbered and match current product UI names
- Set expectations (ETA, limitation, workaround)
- Log product area and ticket category for analytics
- Escalate with context bundle when handing off
When to load references
- Triage →
references/triage_routing.md - Reply →
references/customer_responses.md - How-to →
references/product_knowledge_howto.md - Escalate →
references/escalation_criteria.md - Feedback →
references/feedback_feature_requests.md - KB →
references/kb_self_service.md