Seventeen customer service job titles used in SaaS and tech, grouped by Intercom team size, with the work each title actually owns and when to split a role.
Published · Updated · Josh Spilker
FoundationsSupport operations owns the tooling, routing, QA, reporting, and knowledge base that keep a support team running. Here is what the function does, when to hire for it, and the first projects that pay off.
Published · Updated · Josh Spilker
Support OperationsThirteen Intercom-ready reply examples for pricing confusion, feature requests, refunds, delays, outages, and DSAT follow-up, plus when not to use a template.
Published · Updated · Josh Spilker
Team & LeadershipCustomer service team names: 33 creative ideas grouped by team type, plus tips for picking a name that sticks across the company.
Published · Updated · Josh Spilker
Team & Leadership