TEAM SUMMARY
Customer Support: what the review adds up to
Capacity freed, AI tools and the skills to build — built from each person's plan. The page to show leadership.
By the numbers
Click a card for the detail.
Capacity freed
~2.2 FTE
of 6.0 FTE (37%) · 6 of 6 roles scored
Reinvested in
Strategic account reviews and renewals · Coaching the team and fixing the root ca… · Proactive outreach to at-risk customers · +3 more
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AI tools
3 of 6 use one
In use today: ChatGPT ×2, Zendesk AI ×1
Adoption gap: 3 people
More than half of their work could be automated or augmented, and they use no AI tool yet.
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Skills to build
0 skills
across 0 people
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| Ines Costa · Customer Support Specialist | 55% automatable | ~0.6 FTE |
| Omar Haddad · Customer Support Specialist | 55% automatable | ~0.6 FTE |
| Pavel Novak · Support Operations Analyst | 45% automatable | ~0.5 FTE |
| Luca Bianchi · Support Team Lead | 30% automatable | ~0.3 FTE |
| Chloe Martin · Customer Success Manager | 25% automatable | ~0.3 FTE |
| Hannah Weber · Head of Customer Support | 10% automatable | ~0.1 FTE |
Only the automatable share counts as capacity freed (FTE × automatable %). AI-augmented work gets faster too, but isn't counted — so this is a cautious estimate.