STEP 03 — SKILLS

What skills do these roles need today?

Capture the core competencies each role relies on — the baseline we'll compare against once AI enters the picture.

Chloe Martin

Customer Success Manager

Customer onboarding (0.8), Support operations & reporting (0.2)

Customer onboardingRelationship managementAccount health monitoring

Hannah Weber

Head of Customer Support

Escalations & complex cases (0.5), Support operations & reporting (0.5)

Team leadershipEscalation handlingCustomer empathy

Ines Costa

Customer Support Specialist

Ticket resolution (0.8), Knowledge base & self-service (0.2)

Ticket resolutionProduct knowledgeWritten communication

Luca Bianchi

Support Team Lead

Ticket resolution (0.5), Escalations & complex cases (0.5)

Ticket triageCoachingEscalation handling

Omar Haddad

Customer Support Specialist

Ticket resolution (0.7), Knowledge base & self-service (0.3)

TroubleshootingProduct knowledgeWritten communication

Pavel Novak

Support Operations Analyst

Support operations & reporting (0.8), Knowledge base & self-service (0.2)

ReportingExcelProcess design