You contribute to internal and public knowledge bases with support from other team members. | You have a clear grasp of product workarounds and functionality limitations for different use cases and industries.

You identify areas for functionality improvement and share feedback internally.

You lead documentation updates for new features and share new knowledge with the team. | You apply knowledge of current and past features and functionality to troubleshoot and inform internal decision-making.You understand the history of feature and functionality development within the tool.You serve as a trusted resource for other team members when it comes to understanding the product. | | Customer Support Analytical Thinking and Customer Issue Resolution | You independently consider possible causes for an issue before escalating.

You collect relevant troubleshooting details and suggest possible resolutions with some accuracy.

You are developing technical aptitude in a specific area (product, billing, security, etc.). | You resolve most customer issues independently and serve as a trusted resource for other team members in issue resolution for a specific area (product, billing, security, etc.).

You use advanced resources (browser dev tools, API documentation, third-party tools, etc.) to identify the root cause of issues.

You proactively investigate issues impacting multiple customers and balance short-term fixes with long-term resolutions. | You anticipate potential customer issues and suggest preventative actions.You apply expertise in a specific area (product, billing, security, knowledge base, etc.) to predict and mitigate potential issues.You use data and trends strategically to advocate for action cross-functionally.You apply advanced technical skills related to your area of expertise to improve customer resolutions (e.g., automations involving multiple tools, running scripts, etc.). | | Customer Support Customer Empathy and Advocacy | You balance empathy in conversation with resolving the customer's issue.

You flag unique customer cases for further review by colleagues. | You understand the business value of customer requests.

You share actionable feedback across internal channels.

You suggest ways to improve internal processes for advocating for customers.

You identify trends in common pain points. | You lead customer-centric initiatives involving multiple teams.You review and follow through on the implementation of new processes and workflows to improve customer advocacy.You drive improvements that will benefit customers.You apply a data-driven approach to identifying and reporting on trends and collate insights for use by other teams. | | Customer Support Project Management | You manage small projects and initiatives independently or contribute to parts of larger projects. | You lead support team projects effectively, creating and following timelines and keeping collaborators on track.

You coordinate projects internally within the support team and occasionally with stakeholders from other teams.

You proactively identify project challenges and continue to own project follow-up after completion. | You serve as a project manager for larger-scale projects involving multiple teams and requiring cross-functional collaboration.You coordinate team members across the company and share updates with the wider team. | | Collaboration and Influence | You initiate collaboration with peers, fostering inclusivity by inviting diverse perspectives and being a good listener.

You document and share updates consistently in the correct channels, ensuring transparency and that the right people have the information they need.

You build trust with peers by preparing for discussions and focusing on achieving shared goals. | You initiate collaboration with peers, fostering inclusivity by inviting diverse perspectives and being a good listener.

You document and share updates consistently in the correct channels, ensuring transparency and that the right people have the information they need.

You build trust with peers by preparing for discussions and focusing on achieving shared goals. | You lead cross-functional collaboration, influencing decisions and outcomes with clear communication.You navigate differing opinions with empathy, resolving any conflicts in a way that strengthens team dynamics.You identify opportunities to improve collaboration processes and take initiative to implement them. | | Customer and Product Knowledge and Sharing | You actively gather and share insights on customer needs and product capabilities to help align team efforts.

You contribute to discussions by providing context on how our product meets customer and business objectives.

You identify gaps in team understanding of customer needs and product functionality, suggesting ways to address them. | You influence team decisions by integrating customer and product insights to advocate for value-driven solutions.

You share knowledge regularly, ensuring your team stays informed about evolving customer needs and product developments.

You recognize patterns in customer feedback and product performance, offering insights that contribute to continuous improvement. | You provide strategic insights that help teams align their work with customer and product needs.You provide actionable feedback to guide teams in integrating customer and product knowledge into their workflows.You take initiative in disseminating insights across teams by clarifying insights and supporting informed decision-making. | | Strategic Vision and Direction | You seek guidance to understand how your role and tasks fit into the company strategy, taking ownership to align your work with team and company or department goals.

You ask clarifying questions to ensure your work contributes meaningfully to team and company goals. | You take ownership of understanding how your work contributes to the team’s strategy and priorities, proactively seeking clarity when needed.

You demonstrate a developing understanding of cross-department goals, applying this knowledge to your work.

You contribute to the development of your departments strategy by providing relevant insights and feedback within your area of expertise and scope of your role. | You contribute to the development of high-level strategies by offering feedback and insights based on your expertise and understanding of your area of focus.You focus on delivering on the strategy ensuring your work aligns with goals and priorities.You collaborate with your manager, team, and cross-functional partners to integrate strategic objectives into your areas of responsibility. You maintain a clear understanding of how your works supports our companies goals. | | Challenge Status Quo and Innovation | You identify and share where you see areas for improvement in policy or processes. Proposing new ideas that align with team goals and support scalability.

You test and iterate on improvements, incorporating feedback to refine your approach while documenting instructions, checklists, and processes to ensure knowledge retention.

You are supportive, curious, and participate in discussions that question the status quo, fostering a culture of continuous improvement. | You lead efforts to challenge and improve processes, demonstrating a clear understanding of team and company priorities.

You introduce new and innovative ideas that address key challenges and create measurable improvements.

You balance innovation with practicality, ensuring process evolution remains scalable and maintainable. | You provide feedback and encourage peers to explore and adopt approaches that refine existing practices, fostering continuous improvement.You lead teams in navigating change by offering support and actionable steps to help them adapt and embrace new ways of working. You refine ways of working, ensuring processes evolve to meet emerging company needs. | | Problem Solving and Decision Making | You analyze problems critically, using data and insights to identify root causes and potential risks.

You propose solutions that balance team needs with company goals, seeking input to ensure alignment and impact.

You make decisions within your scope, connecting the dots between problems and strategic priorities to ensure alignment with expectations and department/project objectives. | You independently navigate complex problems, addressing risks and opportunities with a clear understanding of their impact.

You balance multiple perspectives when making decisions, ensuring alignment with team and company objectives.

You identify and address systemic issues, implementing solutions that prevent recurrence. | You provide tools and frameworks to help teammates develop their problem-solving skills.You contribute to solving complex, cross-functional challenges by providing clarity, strategic insights, and structured recommendations.You support decision-making by enabling to make informed decisions by guiding risk, trade-offs, and scalable solutions. | | Prioritization | You proactively identify high-impact tasks and adjust your focus to reflect changing priorities.

You manage your workload to ensure progress on key objectives, seeking help when blocked.

You help collaborators align on shared priorities, contributing to consistent progress in an autonomous environment. | You effectively balance priorities across multiple projects, ensuring sustained momentum despite competing demands.

You adjust priorities dynamically to respond to evolving company needs while keeping long-term objectives in focus. | You share prioritization techniques that help peers focus on the highest-impact work.You refine and clarify priorities within your team, ensuring alignment with broader company goals.You proactively address misaligned priorities by identifying gaps and proposing strategic adjustments to improve focus and execution. | | Delivery and Reliability | You consistently deliver high-quality results that align with team and organizational expectations.

You proactively address obstacles, ensuring progress toward goals even through changing circumstances.

You maintain accountability for your commitments, following through on tasks with minimal supervision.

You complete the work to the standards set out and take ownership to seek help if you are not clear. | You independently solve complex problems, addressing risks and opportunities with a clear understanding of their impact.

You balance multiple perspectives when making decisions, ensuring alignment with team and company objectives.

You identify and address systemic issues, implementing scalable solutions that prevent recurrence. | You help teams navigate challenges by providing clear insights, structured recommendations, and actionable solutions that address root cause.You take leadership in designing systems and processes that drive accountability, proactive problem-solving, and continuous improvement. | | Communication | You tailor communication to different audiences and contexts, ensuring updates are relevant and impactful.

You document key work and insights regularly, fostering transparency and alignment in an asynchronous environment.

You actively seek and offer constructive feedback, using it to build trust and enhance delivery outcomes.

You provide thoughtful, concise updates during check-ins, keeping collaborators informed.

You communicate effectively and succinctly, selecting the right medium based on our tools and processes. | You communicate effectively across teams and stakeholders, ensuring your messaging is clear, accurate, and appropriate for different audiences and contexts.

You consistently document your work and insights in detail, enabling transparency, alignment, and ease of collaboration in an asynchronous environment.

You actively seek and provide actionable, constructive feedback, contributing to improved outcomes and stronger collaboration within your team.

You identify potential communication gaps in your work or team interactions and address them proactively to maintain alignment and efficiency.

Your communication is easy to find and track through our standard tools and processes. | You refine and model effective communication practices, coaching teammates improve clarity and impact in their messaging.

You contribute to structured and transparent communication within your team, ensuring that critical information is shared effectively.

You identify and refine processes to improve collaboration in an async culture, resolving communication gaps.

You facilitate team discussions, meetings, or updates, ensuring inclusivity, focus, and clear outcomes in both synchronous and asynchronous contexts.

You anticipate and resolve recurring communication challenges, refining collaboration processes for greater efficiency. | | Include these competencies if you are a people manager 👇 | | | | | Performance and Feedback | | You provide direct, timely feedback to reports, helping them refine their performance and align with expectations.

You address performance gaps with clarity, balancing support and accountability to drive improvement.

You foster a feedback culture by encouraging open conversations and modeling constructive discussions. | You provide direct, timely feedback to reports, helping them refine their performance and align with expectations.

You address performance gaps with clarity, balancing support and accountability to drive improvement.

You foster a feedback culture by encouraging open conversations and modeling constructive discussions. | | Empowerment and Accountability | | You set clear expectations with direct reports, ensuring they understand their responsibilities and performance standards.

You help direct reports navigate challenges by guiding them toward solutions rather than solving issues for them. | You set clear expectations with direct reports, ensuring they understand their responsibilities and performance standards.

You help direct reports navigate challenges by guiding them toward solutions rather than solving issues for them. | | Development and Growth | | You actively support the development of your direct reports by identifying growth opportunities aligned with their strengths and goals.

You provide regular coaching and feedback, helping direct reports build skills and confidence in their roles.

You collaborate with direct reports to create development plans that address skill gaps and prepare them for future opportunities. | You actively support the development of your direct reports by identifying growth opportunities aligned with their strengths and goals.

You provide regular coaching and feedback, helping direct reports build skills and confidence in their roles.

You collaborate with direct reports to create development plans that address skill gaps and prepare them for future opportunities. | | Relational Leadership | | You build trust with direct reports by practicing transparency, active listening, and empathy in your interactions.

You help direct reports navigate challenges by facilitating open conversations and modeling constructive resolution to issues or challenges.

You foster a positive team environment by encouraging collaboration, psychological safety, and shared problem-solving. | You build trust with direct reports by practicing transparency, active listening, and empathy in your interactions.

You help direct reports navigate challenges by facilitating open conversations and modeling constructive resolution to issues or challenges.

You foster a positive team environment by encouraging collaboration, psychological safety, and shared problem-solving. |