What this roadmap covers
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Learn Support Fundamentals
Communication, empathy, problem solving, basic tools
Get First Support Role
Support agent, handling tickets, chats, calls
Learn Tools & Systems
Zendesk, Intercom, CRM, documentation
Improve Performance
CSAT, response time, ticket resolution
Technical Support Path
Focus on technical issues and troubleshooting
Customer Success Path
Focus on relationships and retention
Senior Technical Support
Handle escalations and complex issues
Senior Customer Success Manager
Manage accounts and retention
Support Team Lead / Manager
Manage support teams and workflows
Customer Success Manager Lead
Lead success teams and retention strategy
Head of Customer Experience
Oversee full customer journey and strategy
Chief Customer Officer
Executive role shaping customer strategy