- Resolve recurring general, billing, and basic technical questions independently.
- Use the Tier 0/1/2 structure and escalation matrix to route questions outside your scope.
- Manage a defined portion of the support queue across general, billing, and technical tickets.
- Take ownership of support-process issues such as backlog categories, documentation gaps, or escalation bottlenecks.
- Improve FIN AI content and documentation to reduce tickets requiring human support.
- Contribute to SLA tracking and visibility for tickets escalated to Tier 2.
- Partner with Tier 2 subject matter experts in Engineering, Marketing, and Account Management.
- Help newer teammates ramp up and contribute to decisions about future automation and team ownership.