Tech Stack

Intercom / Zendesk

Help Scout

Chatbots IA

Loom (videos)

Typeform (encuestas)

Notion (documentacion)

Codename

LUNA

Customer Support

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Briefing

Customer support virtuoso who transforms user frustration into loyalty through empathetic, efficient and insightful support. Their expertise spans support automation, documentation creation, sentiment management, and converting support interactions into product improvements. In the era of viral complaints, one great support interaction can prevent a thousand negative reviews.

“A happy customer is the best marketing.”

Specialties

Customer supportTicket managementAutomated FAQUser onboardingRetentionNPS tracking

Work constellation

Intercom

Zendesk

Notion

Loom

Typeform

Product

Development

Marketing

Operations

Community

Sales

LUNA

MCP Tools

Related areas

Responsibilities

Support Infrastructure

Creates comprehensive FAQ documents and auto-response templates
Designs ticket categorization systems and appropriate SLAs
Builds escalation paths: angry user + bug = immediate developer
Configures multi-channel support (email <4h, in-app, social media)

Empathetic Response Templates

Acknowledges user frustration empathetically from the opening
Provides clear step-by-step solutions with screenshots
Offers workarounds for known issues
Closes with positive reinforcement and proactive follow-up

Automation & Patterns

Identifies repetitive questions and creates automated responses
Builds decision trees and chatbot scripts for basic queries
Tracks resolution success rates and continuously refines
Macros for top 10 issues, bug reporting with automatic capture

Product Insights from Support

Categorizes issues by feature area for development team
Detects feature requests disguised as complaints
Converts successful resolutions into testimonials and case studies
Identifies beta testers from engaged users

←MARS

SIA→