The Support Team uses Epics to track and coordinate ongoing projects. For the master epics, a Support manager will be assigned as a Directly Responsible Individual (DRI) you will see their name in parentheses after the Epic title.
This issue board shows all issues assigned to Support mangers.
Managers: To use the board
For global team issues for which the Director is responsible, see the
Customer Support Department list of this board
As a larger leadership team, it's important that we remain in constant communication to ensure that we're building relationships and avoiding siloing. You can read more about how we run our Leadership syncs in our handbook.
See Support Hiring
The companywide People Group process should be followed For Managers: Requesting a Promotion or Compensation Change. The steps below are an addendum for notification and review for Support Engineering managers taking into account the Customer Support Department's organisational structure and is not meant as a replacement for any steps in the companywide people group process.
#support-team-chatchannel for Support Team visibility.
As a Support Management group we should be aware of the tooling we use to generate the metrics that we report on.
Sisense is a general purpose visualization tool that is used by the greater company. It's extremely powerful with a full SQL interface to our data across functions. We work with the data team to generate "Stable" Graphs here. Think, KPIs and greater measures that make sense to report to the larger company. As managers, we will not need to edit these reports often, but we should consuming it regularly.
Zendesk Explore is a new tool to replace Zendesk Insights. We will use this tool for quick interactions on new ideas or fact checking Sisense data. Support Managers should be ready to work with Explore regularly and be comfortable with the tool.
Sisense is a company wide tool that is extremely powerful which can make it unwieldy. Explore gives us an interface that is much easier to navigate and use. Additionally, Sisense data is a secondary source so it can contain errors. By being comfortable using ZD Explore, a primary source, we can make sure that we have accurate data and insights.
Each week in the Support Leadership Meetings we'll review the key metrics.
If the metrics are at or below the following floors for 2 sustained weeks, managers should form a group to analyze the cause and suggest actions to correct the trend.
The purpose of the group will be unique to each situation that triggers it, but generally the members will:
These criteria and actions came from the Metrics Analysis Workgroup.
Support Engineering Manager READMEs are found in Engineering Manager READMEs.