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 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 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.). | 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.). | You guide the company on customer resolution strategies and frameworks.

You serve as a thought leader in troubleshooting and problem-solving for a specific area.

You lead initiatives supporting scalable solutions for customers and mentor team members. If in a technical support role, you may apply programming skills to resolve issues and proactively create fixes to prevent future issues. | | Customer Support Customer Empathy and Advocacy | 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. | 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. | You are a leading voice in shaping customer-centric strategy within the company, ensuring alignment with company-wide objectives and business needs. | | Customer Support Project Management | 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 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 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. | You refine and share expertise that enhance collaboration within and across teams, ensuring alignment in workflows and decision-making.

You provide actionable feedback that helps peers strengthen their collaboration and problem-solving skills.

You contribute to discussions that clarify roles, expectations, and best practices for effective teamwork. | You are a trusted collaborator across the company, influencing alignment on high-impact projects and strategies.

You design and implement frameworks that improve collaboration and inclusivity at scale.

You motivate teams to embrace collaborative practices that amplify influence and drive organizational success. | | Customer and Product Knowledge and Sharing | 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. | You shape organizational strategies by leveraging a deep understanding of our customers and product to influence key priorities.

You design scalable processes that enhance the proactive sharing of customer and product knowledge across the company.

You lead a culture of informed decision-making, motivating teams to apply customer and product insights to drive valueable impact. | | Strategic Vision and Direction | 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. | You contribute to shaping high-level strategies by providing expertise, analysis, and recommendations that drive clarity and impact.

You engage with leadership and peers to refine strategic direction, ensuring that processes remain scalable and aligned with long-term goals.

You model and share best practices that enhance strategic thinking across teams, strengthening decision-making and execution. | You possess a comprehensive, integrated understanding of the product and its strategic landscape, leading the development of cross-functional strategies that are both forward-thinking and aligned with company goals.

You proactively align cross-departmental efforts to maximize impact and efficiency, ensuring teams work cohesively toward shared objectives.

You anticipate challenges and opportunities, adapting strategies to maintain long-term alignment with the company’s vision and priorities. | | Challenge Status Quo and Innovation | 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. | You are recognized as a thought leader by peers, shaping company practices and strategies.

You design systems that encourage and reward innovative thinking across teams.

You inspire teams to think creatively and challenge conventions, driving significant improvements at scale. | | Problem Solving and Decision Making | 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. | You anticipate and address strategic challenges, influencing company decision-making at the highest level.

You create and refine frameworks or processes that improve problem-solving and decision-making capabilities across the company.

You are recognized as a trusted advisor, providing guidance on critical decisions that shape the company’s success. | You anticipate and address strategic challenges, influencing company decision-making at the highest level.

You create and refine frameworks or processes that improve problem-solving and decision-making capabilities across the company.

You are recognized as a trusted advisor, providing guidance on critical decisions that shape the company’s success. | | Prioritization | 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. | 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. | You shape organizational prioritization by influencing resource allocation and strategic focus.

You design systems or frameworks that improve prioritization across teams, driving efficiency and impact.

You inspire teams to focus on what matters most, ensuring alignment with long-term business objectives. | | Delivery and Reliability | 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. | 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. | You shape organizational practices to ensure reliable, scalable delivery that aligns with strategic goals and objectives.

You lead a culture of excellence and trust, enabling consistent delivery of high-impact outcomes.

You establish systems that foster accountability and proactive problem-solving across all teams. | | Communication | 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. | You proactively address systemic communication challenges, identifying root causes and implementing strategic solutions to ensure alignment and effectiveness at scale.

You champion and model our asynchronous communication values, continuously improving on practices that align with the company's vision and culture.

You set and our communication culture, establishing standards for clarity, transparency, and accessibility across all teams and levels. | | 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 create a culture where feedback is embedded frequently in interactions and seen as a tool for growth.

You mentor other managers in setting expectations, delivering feedback, and driving team performance.

You manage performance across a diverse team, ensuring alignment with company goals and fostering shared accountability. | You partner with operations and leadership teams to shape strategies for performance management and feedback systems.

You share observations and partner with leadership to advocate for processes that support team performance and align individual growth with organizational goals.

You inspire a culture where feedback and performance management are trusted, valued, and drive organizational success. | | 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 mentor managers to delegate effectively and foster team autonomy.

You drive accountability by reinforcing alignment with company goals and setting clear expectations within project work.

You design workflows that improve decision making, clarify ownership, and drive greater accountability. | You create systems and frameworks that support decision-making across the company.

You drive accountability by embedding ownership into company processes and ensuring teams have clear performance expectations.

You foster a culture of empowerment and accountability by modelling trust, delegation, and shared ownership of outcomes. | | 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 create a culture of growth and development, embedding learning opportunities into team workflows.

You mentor other managers in fostering development and growth within their teams.

You guide teams in addressing skill gaps and building strengths to meet evolving business needs. | You partner with leadership and operations to shape organizational strategies for development and growth.

You advocate for learning opportunities and processes that align professional growth with business priorities.

You inspire a culture where continuous learning and growth are integral to team and company success. | | 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 guide peers and new managers by demonstrating how to foster trust, empathy, and positive team dynamics.

You help others build their relational leadership skills by modeling active listening and emotional intelligence.

You support cross-functional collaboration by facilitating conversations and resolving conflicts that arise between teams.

You ensure that team relationships are strengthened during times of change or challenge, helping others maintain morale and alignment. | You partner with leadership to shape organizational practices that embed trust, empathy, and emotional intelligence into team culture.

You influence the company’s approach to building strong relationships, ensuring alignment with values and goals.

You motivate a culture where positive and supportive relationships are foundational to team and company success. |