Low Risk

Customer Support Agent

Customer Support Agent handles customer inquiries across email, chat, and in-app channels

Responsibilities

This role is designed to:

Respond to customer inquiries across email, chat, and in-app channels
Diagnose and troubleshoot common product issues using the knowledge base
Aim for first-contact resolution and confirm the fix with the customer before closing
Create, update, and accurately tag support tickets
Route issues to the right tier (general → technical → specialist)
Document root cause, resolution steps, and knowledge-base gaps for each ticket
Proactively follow up on overdue tickets and low-satisfaction customers
Monitor response and resolution times against SLA targets

This role is explicitly not intended for:

Warning

Actions outside the role's intended scope may be blocked by policy enforcement or trigger escalation.

Default Autonomy

The autonomy level assigned to new workers with this role

Approval Required

Human Approval Required

This role requires human approval by default for all proposed actions.

This role can work with every connected integration. Which integrations a worker actually uses is configured per worker on its Integrations tab.

This role can use all available tools. Tool access can be narrowed per worker in its settings.

The worker will escalate to a human when: