Skills CX operations
Career pathing for support
In many support orgs, the only promotion is off the queue — team lead, QA, WFM, or "special projects". Strong agents who want to stay customer-facing hit a ceiling; weak managers get promoted because they were available. Tenure becomes the proxy for merit because nobody wrote down what merit means at each level.
npx rulebase-skills install cx-career-pathingWhen to use it
Reach for this when someone says any of these — they are the phrases the skill itself triggers on:
- “career pathing”
- “progression framework for support”
- “IC track”
- “how do agents get promoted”
- “support ladder”
- “team lead vs senior agent”
How it works
The method, in the order the skill runs it. The full procedure — tables, worked examples and the edge cases — is in the skill itself.
Step 1: name the tracks
At minimum, split.
Step 2: define levels by scope of impact
Typical IC ladder (rename to your titles).
Step 3: skill gates vs tenure
Tenure is a minimum eligibility, not proof of readiness.
Step 5: process and transparency
Agents should see: Level definitions and gates, How to apply or be nominated, Panel or calibration for lead and principal promotions, Feedback on failed promotion, Re-application window.
Step 6: connect to development
Each level should map to development actions, not vague "leadership training": Senior IC, Lead, Principal.
Related skills
Free and open source, and vendor-neutral — it reads the conversations from whichever helpdesk you already run. Browse all 149 skills · connect your helpdesk over MCP · source on GitHub
