Head of Customer Service (HoCS)
role_id:
head-of-customer-service · level 2 · function customer · agent: head-of-customer-serviceOwns CSAT, escalation review, and the playbook the customer-service agent follows. Approves agent skill changes.
KPIs
csat_scorefirst_response_timeescalation_rateauto_send_rate
Goals
| No goals. |