Career Paths
Pick a track, see the full map.
Journey maps, skills and job descriptions for every grade — across the six Customer Support career tracks.
Quality & 2nd Level
Grow beyond the floor into quality, process rollouts and governance — owning adherence across regions and eventually globally.
T1-3Step 1
Senior Support Executive
Trusted floor expert identified for 2nd-level nominations.
T2-1Step 2
2nd Level Expert
Run quality audits and drive process adherence.
T2-3Step 3
Senior 2nd Level Expert
Lead process rollouts for the team and run calibrations.
T3-1Step 4
2nd Level Regional Key Contact
Own 2nd-level agenda for a location or region.
T3-3Step 5
Senior 2nd Level KC
Represent the region at global 2nd-level forums.
T4-1Step 6
Global 2nd Level Key Contact
Define global quality and process standards.
T4-3Step 7
Global 2nd Level Lead
Lead the global 2nd-level community across geographies.
Entry
T1-3
Milestones
7 grade stops
Top
T4-3