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Agent skill

Support Operations

by cbrock84 in cbrock84/headcount

Designs and runs the support function — channels, queues, routing, staffing, service levels, quality, and the metrics that show whether it is working.

MITAuto-check passed

Install Support Operations

skills CLI
$ npx skills add cbrock84/headcount --skill support-operations -a claude-code

Project install by default; add -g for ~/.claude/skills/.

GitHub CLI
$ gh skill install cbrock84/headcount support-operations --agent claude-code

Project scope by default; add --scope user for a personal install. Needs GitHub CLI 2.90.0 or later (public preview).

Manual copy
$ git clone --depth 1 https://github.com/cbrock84/headcount.git skills-src && mkdir -p .claude/skills && cp -r skills-src/plugins/customer-experience/skills/support-operations .claude/skills/support-operations && rm -rf skills-src

Use ~/.claude/skills/ instead of .claude/skills for a personal install. The folder must contain SKILL.md.

Claude Code skills documentation · loads skills from .claude/skills/

Facts

Skill name
support-operations
GitHub stars
2k
Token cost
~1.1k tokens
SKILL.md length
589 words
Files
2 (incl. references)
Skills in repo
175
Repo updated
First seen
Licence
MIT

At a glance

Designs and runs the support function — channels, queues, routing, staffing, service levels, quality, and the metrics that show whether it is working.

  • Works in 5 steps: Eliminate — fix the product defect or… → Deflect — answer it in the interface at… → Self-serve — findable documentation for… → …
  • SKILL.md covers Understand demand before…, The hierarchy of handling, Channels and Service levels, plus 6 more sections
  • Instructions only: no scripts, shell commands, URLs or credentials in SKILL.md

What it does

Support Operations is an agent skill from cbrock84/headcount. Designs and runs the support function — channels, queues, routing, staffing, service levels, quality, and the metrics that show whether it is working. Use this to set up or fix support operations, choose channels, size a team, set or renegotiate service levels, reduce cost per contact, diagnose long queues or poor quality, or decide what to automate.

Its SKILL.md is about 1.1k tokens, which your agent loads only when the skill is triggered. The skill folder holds 2 other files, including reference files (for example `references/sources.md`).

The repository describes itself as: An agent organization structured as a company — 15+ departments, 125+ skills, each independently installable, citing the standards and regulators that settle the question. Runs… The licence is MIT.

Example prompts

  • “Use the support-operations skill to design and runs the support function — channels, queues, routing, staffing, service levels, quality, and the…”
  • “/support-operations”

Workflow steps

5 steps, taken from the first numbered list in SKILL.md.

  1. Eliminate — fix the product defect or confusing flow generating the contact.
  2. Deflect — answer it in the interface at the moment of confusion, not in a help center nobody
  3. Self-serve — findable documentation for people who go looking.
  4. Automate — genuine resolution of routine requests, not a bot that stalls people before a
  5. Assist — a person.

What it can do on your machine

Read from SKILL.md and the folder at commit 98d1c17. It shows what the files ask for, not the result of running them.

  • Tool permissions

    Pre-approves nothing: there is no allowed-tools line, so your agent's usual permission prompts apply.

    From allowed-tools in the SKILL.md frontmatter.

  • Runs code

    No scripts in the folder and no shell commands in SKILL.md.

    From the folder's file list and the shell code blocks in SKILL.md.

  • Network

    No URLs in SKILL.md.

    From URLs in SKILL.md, links to its own repository left out.

  • Credentials

    Names no API keys, tokens, secrets or passwords.

    From names ending in _API_KEY, _TOKEN, _SECRET, _KEY or _PASSWORD in SKILL.md.

Context cost

Support Operations loads about 1.1k tokens when it runs, and up to ~1.6k if it reads all its reference files. Until then it costs about 93 tokens; SKILL.md has 589 words of instructions outside code blocks.

Always · name and description, kept in context so the agent knows when to use it
~93
When it runs · the whole SKILL.md, loaded when a task matches
~1.1k
With references · SKILL.md plus every file in references/, read only if the agent opens them
~1.6k

Estimates: characters ÷ 4, the usual rule of thumb; real counts depend on the model's tokenizer. Scripts and assets cost tokens only if the agent reads them.

Safety

Auto-check passed

The automated check found no risky patterns in SKILL.md.

Automated static check — not a guarantee. Review scripts before installing. It scans the text of SKILL.md for risky patterns (piping downloads into a shell, reading credential files, hidden Unicode, destructive commands); files beside SKILL.md are not scanned.

SKILL.md

The full file from cbrock84/headcount at commit 98d1c17, republished under its MIT licence (© cbrock84). 589 words, ~1,081 tokens.

Download SKILL.mdSave it as .claude/skills/support-operations/SKILL.md (or your agent's skills folder). This skill also uses 1 other file; get the full folder from GitHub.
name
support-operations
description
Designs and runs the support function — channels, queues, routing, staffing, service levels, quality, and the metrics that show whether it is working. Use this to set up or fix support operations, choose channels, size a team, set or renegotiate service levels, reduce cost per contact, diagnose long queues or poor quality, or decide what to automate.

Support operations

Understand demand before designing supply

Categorize a real sample of recent contacts — a few hundred, read individually, not a report. Almost every support operation finds the same shape: a small number of causes generating most of the volume, and most of those are preventable rather than answerable.

That analysis decides everything downstream. Staffing to demand you have not examined means staffing to demand you could have eliminated.

The hierarchy of handling

In order of cost, cheapest first. Push volume up this list rather than getting faster at the bottom:

  1. Eliminate — fix the product defect or confusing flow generating the contact.
  2. Deflect — answer it in the interface at the moment of confusion, not in a help center nobody visits.
  3. Self-serve — findable documentation for people who go looking.
  4. Automate — genuine resolution of routine requests, not a bot that stalls people before a human.
  5. Assist — a person.

Most support improvement programs work on level 5 exclusively, because it is the visible one.

Channels

Pick by what the work needs, not by what is fashionable. Asynchronous channels are cheaper and better for anything requiring investigation. Synchronous channels are worth their cost for urgency, high-value accounts, and anything where a customer is stuck mid-task.

Every channel you open must be staffed to its expectation. An unstaffed live-chat widget is worse than no chat.

Service levels

Set by severity and customer tier, published internally, and — this is the part usually missing — checked against actual capacity before being promised. A commitment the staffing cannot meet is a commitment to fail visibly.

Measure first response and time to resolution separately. They have different causes: first response is a staffing problem, resolution is usually a product or escalation problem.

Metrics that mean something

  • Contacts per active customer, trending. The only metric that captures whether the product is getting better rather than the team getting faster.
  • First-contact resolution — reopens are the honest signal.
  • Backlog age distribution, not average age. Averages hide the tickets rotting at the back, and those are the ones that become complaints.
  • Customer-effort, asked at resolution.

Be careful with time-to-close and volume handled. Both are easily gamed and both reward closing over solving.

Show full SKILL.md (226 more words)Show less

Staffing

Size to peak-hour concurrency, not to daily volume — queues form in hours, not days. Model the shrinkage honestly: training, breaks, meetings, leave. A plan assuming full utilization understaffs by a wide margin and then blames the team.

Quality

Review a sample of resolved contacts against a rubric agreed with the team, and coach against it. Reviewing only escalations trains for defense rather than quality.

Sources

references/sources.md in this skill lists the outside authorities that settle the questions here — what each one is authoritative for, and what you may do with it. Check them before answering on anything they cover, and cite what you used. Most are free to read and not free to reproduce; the use note on each is binding.

Tooling

Ticketing: Zendesk, Freshdesk, Intercom, Front, Help Scout, and similar; Jira Service Management where support and engineering work one queue.

Knowledge base: usually the ticketing tool's own, or Confluence, Notion, or Guru.

Quality review and workforce management — Klaus, Assembled, and similar — start paying off once you staff shifts rather than a team. Before that they are overhead.

Never

  • Staff to average volume. Support arrives in peaks.
  • Publish a service level you have not staffed to meet.
  • Manage on handle time. It optimizes for closing tickets, not for solving problems.
  • Let a repeat driver stay a support problem. Route it to whoever owns the cause.

© cbrock84, MIT. Rendered from Markdown: HTML in the file is shown as text, images as links, and headings moved down two levels. Raw file

Files

SKILL.md and 1 other file (references) in plugins/customer-experience/skills/support-operations of cbrock84/headcount.

  • SKILL.md
  • references/sources.md

Open the folder on GitHubat commit 98d1c17

Compare with similar skills

Support Operations next to the 5 skills that share the most tags, products or categories with it. Stars are the repository's; “used in” counts other GitHub owners with a copy.

Support Operations compared with similar skills
SkillStarsUsed inTokensAuto-checkLicenceRepo updated
Support Operations this skillcbrock84/headcount2k—~1.1kAutomated safety check: PassMIT
Design Systemaffaan-m/ECC275k—~698Automated safety check: PassMIT
Design Guidepaperclipai/paperclip99k1 repos~3.1kAutomated safety check: PassMIT
Design Audit Against Rams' Principlesthedotmack/claude-mem98k—~4.6kAutomated safety check: PassApache-2.0
Figma Design to Codewarpdotdev/warp65k4 repos~2.9kAutomated safety check: PassAGPL-3.0
Design Consultationgarrytan/gstack136k—~15kAutomated safety check: NotesMIT

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Questions about Support Operations

What does Support Operations do?

Designs and runs the support function — channels, queues, routing, staffing, service levels, quality, and the metrics that show whether it is working. Support Operations is an agent skill from cbrock84/headcount. Designs and runs the support function — channels, queues, routing, staffing, service levels, quality, and the metrics that show whether it is working.

How do I install Support Operations in Claude Code?

Run `npx skills add cbrock84/headcount --skill support-operations -a claude-code`. Or copy the skill folder (plugins/customer-experience/skills/support-operations in cbrock84/headcount) into .claude/skills/support-operations in your project. Claude Code loads it when a task matches its description.

How do I install Support Operations in Codex?

Run `npx skills add cbrock84/headcount --skill support-operations -a codex`. Or copy the skill folder (plugins/customer-experience/skills/support-operations in cbrock84/headcount) into .agents/skills/support-operations in your project. Codex loads it when a task matches its description.

Can I use Support Operations in Cursor, Gemini CLI or GitHub Copilot?

Cursor, Gemini CLI, GitHub Copilot and OpenCode also load SKILL.md folders. With the skills CLI, run `npx skills add cbrock84/headcount --skill support-operations -a cursor` (or -a gemini-cli, github-copilot or opencode for the others). To copy it by hand, put the folder in .cursor/skills/support-operations, .gemini/skills/support-operations, .github/skills/support-operations and .opencode/skills/support-operations in your project.

What does Support Operations need to run?

SKILL.md names no scripts, command-line tools or credentials: Support Operations is instructions for the agent only.

Does Support Operations access the network?

SKILL.md contains no URLs. Any network use would come from the scripts or tools the agent runs. This is read from the text; nothing was executed.

Is Support Operations safe to install?

Our automated static check of SKILL.md found no risky patterns, such as piping downloads into a shell, reading credential files or hidden Unicode. It is not a guarantee. Review the folder before installing.

What licence does Support Operations use?

Support Operations is published under the MIT licence (the repository's licence). It allows redistribution, so the full SKILL.md is shown on this page.

How many tokens does Support Operations use?

About 1.1k tokens (SKILL.md is roughly 4.3k characters). Agents keep only the skill's name and description in context until a task matches; then they load SKILL.md in full. Its references folder adds about 493 tokens, read only when the agent opens those files.

What are the alternatives to Support Operations?

Skills that share tags, products or a category with Support Operations: Design System (affaan-m/ECC, 275k stars), Design Guide (paperclipai/paperclip, 99k stars), Design Audit Against Rams' Principles (thedotmack/claude-mem, 98k stars) and Figma Design to Code (warpdotdev/warp, 65k stars). The comparison table on this page puts their stars, adoption, token cost, safety result and licence side by side.

Who maintains Support Operations?

cbrock84 (a GitHub user) maintains it in cbrock84/headcount, which has 2,007 GitHub stars. The repository holds 175 skills in this directory. The repository was last updated on September 17, 2026.

Source: cbrock84/headcount on GitHub. Facts on this page come from the repository at the commit we read; the author's words are quoted as theirs.