Support Triage & De-escalation
Prioritise incoming tickets and calm frustrated customers. Tests empathy, issue categorisation, and conflict resolution.
Standard Operating Procedures (SOPs)
Write clear, executable steps for repetitive operations tasks. Tests clarity, edge-case handling, and process design.
Quality Assurance & Ticket Review
Grade support interactions against a rubric. Tests QA methodology, feedback delivery, and brand voice adherence.
Policy Writing & Critique
Draft and refine customer-facing policies (e.g., refunds, fair use). Tests boundary setting, clarity, and legal awareness.
Knowledge Base Management
Write self-serve help articles that actually help. Tests technical writing, formatting for readability, and search intent.
Customer Success & Onboarding
Design plans to get new clients to value quickly. Tests 30/60/90-day planning, health metrics, and churn prevention.
Incident Management & Communication
Communicate during outages and write post-mortems. Tests crisis communication, transparency, and root-cause analysis.
Logistics & Dispatch Operations
Manage routing, driver communication, and delivery exceptions. Tests route optimisation, problem-solving, and time management.
Vendor & Supplier Management
Evaluate supplier SLAs, handle disputes, and track performance. Tests SLA monitoring, negotiation, and relationship management.
Operational Metrics & Reporting
Interpret CSAT, First Reply Time, and SLA breaches. Tests data interpretation, reporting, and operational insight.