Work overview 01 / Support operations
A clearer path from question to owner.
Building and maintaining the routing, assignment and handover workflows behind a SaaS support queue.
What I worked on
Routing and assignment
Built and maintained Intercom workflows for VIP routing and round-robin assignment.
Shift continuity
Maintained break-policy and handover rules as part of the team's support workflows.
Queue ownership
Prioritised tickets and assigned work during support shifts, with attention to first-response and resolution SLAs.
The principle behind it
Support ownership includes the system around a ticket: who receives it, how it is prioritised and how the next person picks it up.
Alongside routing, this work includes AI-generated ticket summaries.
This overview describes responsibilities listed in my résumé, not a measured-impact case study. It does not reproduce internal workflows or customer data.
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