It is intended that every user in good standing who requests a supervisor should be escalated to one. If the user is permanently suspended, their request for a supervisor should be politely declined.
Any ticket escalated to a supervisor should be assigned back to the agent’s name when it is “solved’.
Working someone else’s shift? In the event you are covering another agent’s shift, you should escalate to whoever would be responsible on that agent’s team to ensure a timely response.
Process Map
If a Senior Agent - If a situation becomes escalated above the Senior Agent level, see if any TLs are available. If not, ensure the user that a supervisor will reach out within 24 hours and assign the ticket to a TL that can take the case.
If a Team Lead - If a situation becomes escalated above the Team Lead level, this should immediately be sent to a Manager via ticket and the Manager should also be notified of the escalation via Dash.
If chat or email where a call is requested - If the user is requesting a phone call, SAs/TLs should do their best to deescalate the situation overall. If it cannot be deescalated:
- For client-facing teams - assign to PS with “supervisor requested” and “callback requested” with detailed notes
- For freelancer-facing teams - please tag Mike, Crystal, & Liz in the cs-freelancer-team-leads channel