Last Updated: 2/19/2026

Team Contacts

Customer Support Team

Support Team Lead

Name: [Name]
Email: [email@company.com]
Slack: @[username]
Phone: [number]
Responsibilities: Team management, escalations, policy decisions

Senior Support Agents

Name: [Name]
Email: [email@company.com]
Slack: @[username]
Specialties: [e.g., Technical issues, billing]

Name: [Name]
Email: [email@company.com]
Slack: @[username]
Specialties: [e.g., Product features, onboarding]

Support Agents

Name: [Name]
Email: [email@company.com]
Slack: @[username]

Other Departments

Technical/Engineering Team

Team Lead: [Name]
Email: [engineering@company.com]
Slack Channel: #engineering-support
For: Bug reports, technical escalations, system issues

Product Team

Product Manager: [Name]
Email: [product@company.com]
Slack Channel: #product-feedback
For: Feature requests, product questions, roadmap inquiries

Billing/Finance Team

Contact: [Name]
Email: [billing@company.com]
Slack Channel: #billing-support
For: Payment issues, refunds, billing disputes

Sales Team

Sales Manager: [Name]
Email: [sales@company.com]
Slack Channel: #sales
For: Upgrade inquiries, enterprise accounts, demos

Marketing Team

Contact: [Name]
Email: [marketing@company.com]
Slack Channel: #marketing
For: Campaign questions, content issues, brand inquiries

Emergency Contacts

After-Hours Support

On-Call: [Rotation schedule or specific contact]
Phone: [Emergency number]
When to Use: System outages, security issues, critical escalations

Management

Customer Support Director: [Name]
Email: [email@company.com]
Phone: [number]
When to Use: Severe customer issues, legal concerns, executive escalations

Team Communication Channels

Slack Channels

#customer-support - Main team channel
#support-escalations - For escalation discussions
#support-wins - Share positive feedback
#support-alerts - System status and urgent updates

Meetings

Daily Standup: [Time] in [Location/Link]
Weekly Team Meeting: [Day/Time]
Monthly All-Hands: [Day/Time]
1-on-1s: Scheduled individually with manager

Support Email

General Support: support@company.com
Enterprise Support: enterprise-support@company.com
Billing Support: billing@company.com

Note: Keep this document updated as team members change. Last updated: [Date]