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SUPPORT Skills (8)

Part of Role Skills Catalog | Phase 4 + Phase 6

Chains: Taxonomy → Digest | Article → Reply | CX Touchpoints → Friction | Monitor → Triage

Userflow Schema​

flowchart TD
    jaan-to-support-tag-taxonomy["support-tag-taxonomy<br>Tag Taxonomy<br>Tags + definitions + rules"] --> jaan-to-support-weekly-digest["support-weekly-digest<br>Weekly Digest<br>Themes + severity + actions"]
    jaan-to-support-weekly-digest["support-weekly-digest<br>Weekly Digest<br>Themes + severity + actions"] -.-> jaan-to-pm-feedback-synthesize["pm-feedback-synthesize<br>PM: feedback-synthesize"]
    jaan-to-support-help-article["support-help-article<br>Help Article<br>Draft + troubleshooting steps"] --> jaan-to-support-reply-pack["support-reply-pack<br>Reply Pack<br>Canned replies + escalation tree"]
    jaan-to-support-cx-touchpoints["support-cx-touchpoints<br>CX Touchpoints<br>Touchpoint map + gaps"] --> jaan-to-support-cx-friction-fixes["support-cx-friction-fixes<br>CX Friction Fixes<br>Prioritized fixes + impact"]
    jaan-to-support-cx-friction-fixes["support-cx-friction-fixes<br>CX Friction Fixes<br>Prioritized fixes + impact"] -.-> jaan-to-pm-priority-score["pm-priority-score<br>PM: priority-score"]
    jaan-to-support-launch-monitor["support-launch-monitor<br>Launch Monitor<br>Watchlist + response plan"] --> jaan-to-support-triage-priority["support-triage-priority<br>Triage Priority<br>Severity + next action + comms"]
    jaan-to-support-triage-priority["support-triage-priority<br>Triage Priority<br>Severity + next action + comms"] -.-> jaan-to-qa-bug-report["qa-bug-report<br>QA: bug-report"]

    style jaan-to-pm-feedback-synthesize fill:#f0f0f0,stroke:#999
    style jaan-to-pm-priority-score fill:#f0f0f0,stroke:#999
    style jaan-to-qa-bug-report fill:#f0f0f0,stroke:#999

Legend: Solid = internal | Dashed = cross-role exit | Gray nodes = other roles

/jaan-to-support-tag-taxonomy​

  • Logical: support-tag-taxonomy
  • Description: Support tags + definitions, tagging rules + examples, "do not use" cases
  • Quick Win: Yes
  • Key Points:
    • Build a stable tag taxonomy
    • Summaries must include frequency and severity
    • Include example quotes/tickets
  • → Next: support-weekly-digest
  • MCP Required: None
  • Input: [product]
  • Output: $JAAN_OUTPUTS_DIR/support/feedback/{slug}/tag-taxonomy.md

/jaan-to-support-help-article​

  • Logical: support-help-article
  • Description: Help-center article draft, step-by-step troubleshooting, "when to contact support" section
  • Quick Win: Yes
  • Key Points:
    • Articles should match user language, not internal terms
    • Macros need clear escalation rules
    • Keep troubleshooting steps ordered and testable
  • → Next: support-reply-pack
  • MCP Required: None
  • Input: [feature]
  • Output: $JAAN_OUTPUTS_DIR/support/docs/{slug}/help-article.md

/jaan-to-support-reply-pack​

  • Logical: support-reply-pack
  • Description: Canned replies + tone rules, decision tree for escalation, required fields to collect
  • Quick Win: Yes
  • Key Points:
    • Articles should match user language, not internal terms
    • Macros need clear escalation rules
    • Keep troubleshooting steps ordered and testable
  • → Next: —
  • MCP Required: None
  • Input: [issue-type]
  • Output: $JAAN_OUTPUTS_DIR/support/docs/{slug}/reply-pack.md

/jaan-to-support-weekly-digest​

  • Logical: support-weekly-digest
  • Description: Themes + top asks, severity + trend notes, suggested product actions
  • Quick Win: Yes
  • Key Points:
    • Build a stable tag taxonomy
    • Summaries must include frequency and severity
    • Include example quotes/tickets
  • → Next: pm-feedback-synthesize
  • MCP Required: None
  • Input: [tickets]
  • Output: $JAAN_OUTPUTS_DIR/support/feedback/{slug}/weekly-digest.md

/jaan-to-support-cx-touchpoints​

  • Logical: support-cx-touchpoints
  • Description: Touchpoint map + gaps, ownership per touchpoint, risk points
  • Quick Win: Yes
  • Key Points:
    • Map touchpoints end-to-end
    • Identify friction and ownership gaps
    • Prioritize fixes by impact
  • → Next: support-cx-friction-fixes
  • MCP Required: None
  • Input: [journey]
  • Output: $JAAN_OUTPUTS_DIR/support/cx/{slug}/touchpoints.md

/jaan-to-support-cx-friction-fixes​

  • Logical: support-cx-friction-fixes
  • Description: Prioritized CX fixes, expected impact + effort band, coordination needs
  • Quick Win: Yes
  • Key Points:
    • Map touchpoints end-to-end
    • Identify friction and ownership gaps
    • Prioritize fixes by impact
  • → Next: pm-priority-score
  • MCP Required: None
  • Input: [feedback]
  • Output: $JAAN_OUTPUTS_DIR/support/cx/{slug}/friction-fixes.md

/jaan-to-support-launch-monitor​

  • Logical: support-launch-monitor
  • Description: Watchlist + response plan, roles + escalation steps, daily summary template
  • Quick Win: Yes
  • Key Points:
    • Define a watchlist (metrics + sentiment + tickets)
    • Set response SLAs
    • Close the loop with product/engineering
  • → Next: support-triage-priority
  • MCP Required: None
  • Input: [release]
  • Output: $JAAN_OUTPUTS_DIR/support/watch/{slug}/launch-monitor.md

/jaan-to-support-triage-priority​

  • Logical: support-triage-priority
  • Description: Severity + next action, escalation rules, suggested user messaging
  • Quick Win: Yes
  • Key Points:
    • Define a watchlist (metrics + sentiment + tickets)
    • Set response SLAs
    • Close the loop with product/engineering
  • → Next: qa-bug-report
  • MCP Required: None
  • Input: [ticket]
  • Output: $JAAN_OUTPUTS_DIR/support/triage/{slug}/priority.md