P3P3 — Mid-Level Professional
Mid-Level
Demonstrating leadership on the support floor and expert-level service skills.
What this level means
Fully competent professional; works independently on standard projects
- Scope
- Features or a sub-system end-to-end
- Autonomy
- Works independently on standard work; reviewed on the non-standard
- Complexity
- Diverse problems; adapts existing approaches
- Impact
- Project / team outcomes
- Decision rights
- Owns implementation decisions for own scope
- Leadership
- Mentors juniors informally
- Typical experience
- 3–5 yrs
What you'd do
- Resolving complex issues
- Leading training initiatives
- Developing support strategies
- Coaching team members
- Managing support analytics
- Lead training initiatives.
- Resolve complex issues.
- Develop support strategies.
- Coach team members.
- Manage analytics.
Skills, knowledge & tools
- Leadership
- Coaching
- Support analytics
- Strategic planning
- Team management
- Customer service excellence
- Communication
- Problem-solving
- Leadership principles
- Support analytics tools
- Strategic planning
- Team Management Techniques
- Customer service excellence standards
- Advanced problem-solving
- Training and development
- Performance metrics
- Coaching and leadership skills
- Support analytics
- Strategic Thinking
- Team leadership
- Customer service excellence
What good looks like
- High performance track record
- Advanced customer service management course
- Bachelor’s degree preferred
- 4-5 years of customer service experience
- Leadership training
Common titles
Product Support IIIProduct Support 3Mid-Level Product SupportCustomer Support Representative IIICustomer Support Representative 3Mid-Level Customer Support Representative
What it pays
Market-pay benchmarks for this family × level are being recalibrated across all survey sources and will return shortly.
O*NET / SOC: 43-0000 — Office & Administrative Support Occupations (inferred)