💰Pay & Rewards
Two streams: 1️⃣ Per-message pay for Support roles 2️⃣ Leadership pay for Support Admin & Manager
📝 Message-Based Pay (Support Roles)
Trial → $1 / 100 messages Support & Sr.Support → $3 / 100 messages
✅ Rules for a paid message
You are clocked in
Message ≥ 15–20 chars of useful content
Not a duplicate (60s merge rule)
Max 15 paid msgs / ticket (Complex → 30)
Excluded if ticket ends negative CSAT (unless dispute upheld)
⚖️ CSAT Disputes
Bot DMs you if customer leaves negative CSAT
React ❗ within 24h to dispute
Admin/Manager reviews within 72h
🏆 Leadership Pay (Admins & Managers)
Base: £25/week
Team Performance Bonus: +£65/week if KPIs met
Zero-Idle Bonus: +£15/week if no idle tickets
KPIs (team or support-wide)
FRT ≤ 6 min avg
Resolution ≤ 35 min avg
CSAT ≥ 90% positive
Idle tickets = 0 at shift checkpoints
📌 Important: KPIs/Idle only run after your team clocks in. If no one is awake, bot pauses timers and informs the customer.
🎁 Weekly Rewards (Extra)
Top 3 Supporters → Discord Nitro + 1 Week Key + Special Role (Support of the Week)
Announced every Sunday
📅 Payouts
Every Sunday — consistent & on time
Staff get personal pay stubs (via bot DM)
Admins/Managers get team & support-wide reports
📋 Example Pay Stub
UNBANNED.GG — Weekly Pay Summary
User: @Name
Role: Support
Week: 2025-W33
Valid messages: 412
Rate: $3 / 100 msgs
Gross: $12.36
CSAT disputes: 1 filed / 0 upheld
Adjustments: $0
Final payout: $12.36
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