claude

customer-support-cx-operations

Customer Support & CX Operations specialist team — agents (support-ops-lead, ticket-deflection-analyst, queue-staffing-specialist, csat-quality-strategist), skills, templates, commands, an advisory hook, best-practice rules, and a research-grounded knowledge bank. A support-ops team for a head of support, CX manager, or founder accountable for cost-to-serve and SLA attainment — it deflects before hiring, staffs to forecast and occupancy, reads CSAT segmented, and treats backlog as arrivals-against-capacity flow. Inherits ravenclaude-core protocols.

9 on GitHubby Matt Corbettv0.1.2MITupdated today
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Plugin customer-support-cx-operations from marketplace ravenclaude in mcorbett51090/RavenClaude. Commands read from the repo's manifest — today.

This plugin runs code on your machine — its hooks fire automatically on events like tool use. The exact commands are listed below; read them before installing.

What it installs

Skills (5)

  • design-qa-program

    Design a statistically meaningful QA sampling program and a tier/escalation model. Reach for this on a quality or routing question.

  • model-deflection

    Model self-service/KB deflection and the cost avoided before sizing headcount. Reach for this first on a cost-to-serve question.

  • project-backlog

    Read SLA and backlog as arrivals against resolution capacity — project the days-to-clear. Reach for this on a backlog question.

  • read-satisfaction

    Read CSAT/NPS segmented by channel/tier/issue-type and tie it to FCR — never a blended score. Reach for this on a satisfaction question.

  • size-staffing

    Size agents from workload and a target occupancy band — not a fixed agent:ticket ratio. Reach for this on a staffing question.

Slash commands (5)

  • /customer-support-cx-operations:design-qa-program

    Design a statistically meaningful QA sampling program and a tier/escalation model. Reach for this on a quality or routing question.

  • /customer-support-cx-operations:model-deflection

    Model self-service/KB deflection and the cost avoided before sizing headcount. Reach for this first on a cost-to-serve question.

  • /customer-support-cx-operations:project-backlog

    Read SLA and backlog as arrivals against resolution capacity — project the days-to-clear. Reach for this on a backlog question.

  • /customer-support-cx-operations:read-satisfaction

    Read CSAT/NPS segmented by channel/tier/issue-type and tie it to FCR — never a blended score. Reach for this on a satisfaction question.

  • /customer-support-cx-operations:size-staffing

    Size agents from workload and a target occupancy band — not a fixed agent:ticket ratio. Reach for this on a staffing question.

Subagents (4)

  • csat-quality-strategist

    Use this agent for segmented CSAT/NPS, first-contact resolution, QA sampling design, and tier/escalation design. NOT for deflection (route to ticket-deflection-analyst) or staffing/backlog flow (route to queue-staffing-specialist).

  • queue-staffing-specialist

    Use this agent for workload-based staffing, target occupancy, SLA/backlog flow, and arrivals-vs-capacity modeling. NOT for deflection (route to ticket-deflection-analyst) or CSAT/quality/tiering (route to csat-quality-strategist).

  • support-ops-lead

    Make the support operation legible. The orchestrator.

  • ticket-deflection-analyst

    Use this agent for self-service/KB deflection, contact-driver analysis, and deflection cost-avoidance. NOT for staffing/occupancy sizing (route to queue-staffing-specialist) or CSAT/quality/tiering (route to csat-quality-strategist).

Hooks (1)

  • PostToolUse

    /usr/bin/env -u BASH_ENV -u ENV -u SHELLOPTS -u BASHOPTS -u LD_PRELOAD -u LD_LIBRARY_PATH -u LD_AUDIT -u DYLD_INSERT_LIBRARIES -u DYLD_LIBRARY_PATH -u PYTHONPATH -u PYTHONSTARTUP PATH=/usr/local/bin:/

View source on GitHub mcorbett51090.github.io

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