Four roles, one system. Each one sees exactly the slice of the portfolio they are accountable for — and nothing they are not.
You are accountable for support quality across every product but cannot afford to live inside a support tool.
Twelve products, twelve inboxes, and no honest answer to “how is support doing right now?” — until a refund spike or an angry tweet answers it for you.
A daily summary with volume, response time, breaches, refunds, and themes per product. Alerts only when something needs you. Full drill-down when you want it.
You run the queue and the people in it, across products that share nothing but your team.
Work is invisible until it goes wrong. Cherry-picking, stale tickets, and uneven reply quality are hard to prove and harder to fix.
One prioritised queue across all products, transparent AI drafts to approve or correct, rubber-stamp detection, and per-agent data you can coach with.
You answer tickets across products you did not build, for customers you have never seen.
Switching between a dozen tools, guessing at what a customer owns or paid, and rewriting the same answer for the fifth time this week.
The right tickets assigned to you, a contextual draft ready on each one, the customer’s full cross-product history beside it, and a clear definition of done.
You catch the escalations, the refunds, and the fires nobody else owns.
Refund decisions tracked in a spreadsheet, context scattered across Stripe and three inboxes, and no early signal when support degrades.
In-app refund escalation with full context and an AI-recommended path, an immutable decision log, and automatic alerts when the numbers move the wrong way.
