Launch and unify all contact channels — email, text, and voice — with intelligent routing that delivers differentiated experiences based on customer context, value, and issue type. Own the knowledge and quality layer — machine-readable SOPs, AI evaluation frameworks and crisis escalation pathways.

Harden Slack and customer response: Turn premium Slack response into a defined service model with acknowledgement standards, urgent paths, conversion-to-ticket rules, coverage model, manager review, and customer-facing expectations. Protect Engineering focus through better support: Reduce avoidable escalations by building runbooks, diagnostics, knowledge systems, reproducibility standards, technical triage, and high-quality escalation packets.

Partner cross-functionally for support readiness: triage and coordinate requests from CX, Product, Eng, and Legal/Finance; translate decisions into support-ready guidance (decision trees, escalation paths, KB updates, internal comms). Measurably improve freshness, launch coverage, and workflow efficiency—while raising the bar on the system’s quality, usability, and durability.