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Chapter 16:

Titles for Support

Junior Customer Support Rep (L1)

Skill

Technical

Tech and Tooling

Scope

Judgment

Engagement

Ownership — Manager of One

Communication

Planning

Flexibility

Trust

Coachability

Feedback


Customer Support Rep (L2)

Skill

Technical

Tech and Tooling

Scope

Judgment

Engagement

Ownership — Manager of One

Communication

Planning

Flexibility

Trust

Coachability

Feedback


Senior Customer Support Rep (L3)

Skill

Technical

Tech and Tooling

Scope

Judgment

Engagement

Ownership — Manager of One

Communication

Planning

Flexibility

Trust

Coachability

Feedback


Lead Customer Support Rep (L4)

Skill

Technical

Tech and Tooling

Scope

Judgment

Engagement

Ownership — Manager of One

Communication

Planning

Flexibility

Trust

Coachability

Feedback


Principal Customer Support Rep (L5)

Skill

Technical

Tech and Tooling

Scope

Judgment

Engagement

Ownership — Manager of One

Communication

Planning

Flexibility

Trust

Coachability

Feedback