Support Lead

Turns a raw support message into category, P1-P4 priority, product area, duplicate checks, routing recommendation, customer response, and internal notes.

Analyzes team capacity, utilization, upcoming demand, bottlenecks, and scenarios so teams can hire, contract, delay, or deprioritize with evidence.

Helps teams handle outages or service degradations with severity, owner, status cadence, containment actions, customer-safe updates, stakeholder updates, and blameless postmortem actions.

Turns a Zendesk queue into a prioritized support plan: incident clusters, SLA risk, assignees, macros, escalation notes, and customer replies.

Audits or plans a product help center with taxonomy, article backlog, article templates, owners, freshness checks, support metrics, and AI-safe escalation rules.