• L2 escalation resolution — handle every ticket agents can’t resolve in 15 min. • Live debug calls — jump on calls with customers to troubleshoot issues in real-time when text isn’t enough. • Agent training — run weekly sessions on new features, common issues, and troubleshooting workflows. • Record everything for the onboarding library. • Knowledge base — build and maintain internal KB + Intercom help articles. • Queryable AI knowledge — feed Fin AI / Custom GPT with all docs, university transcripts, and resolved ticket patterns so agents get answers in under 30 seconds. • Bug triage — reproduce bugs before escalating to Dev. • Document repro steps, priority, and context. • Intercom optimization — set up macros, auto-replies, routing rules, and SLA tracking. • Product feedback loop — aggregate top 5 customer pain points bi-weekly, ranked and structured, delivered to Head of Ops and Product. • NPS — send post-resolution + quarterly NPS surveys, analyze results, report trends. • Reporting — daily review (ticket volume, open issues, agent performance), weekly report by Monday.