🪜Role Ladder

📈 Role Ladder

Why this matters Clear paths = motivation. This ladder shows exactly how you grow at UNBANNED.GG — what’s expected, what powers you unlock, and how to reach the next step.

🥇 Trial Support

🎯 Purpose: Entry-level probation. Learn the ropes. ⏳ Timeframe: ~1 week if active.

📌 Promotion Requirements → Support

• 50+ ticket messages

• CSAT ≥ 80%

• Clock-ins ≥ 3 days

🔑 Permissions

• Reply to tickets

• Escalate if needed

🎁 Perks

• None

💰 Pay

• $1 / 100 messages

✅ Daily Checklist

• /clockin when starting

• /team queue → work oldest ticket first

• Read ticket history before replying

• First message = greet + summary + next step + ETA

• Escalate early (don’t drag it out)

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🛡️ Support

🎯 Purpose: Core frontline. Owns standard tickets.

📌 Promotion Requirements → Sr.Support (4 weeks)

• CSAT ≥ 90%

• QA avg ≥ 4.2/5

• FRT avg ≤ 7 min

• Mentor 1 Trial Support (shadow shift)

🔑 Permissions

• Handle all standard tickets

• Escalate if needed

🎁 Perks

• 2 free 3-day keys / month

💰 Pay

• $3 / 100 messages

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⚡ Sr.Support

🎯 Purpose: Trusted veteran. Handles sensitive operations & mentors.

📌 Promotion Requirements → Support Admin (6–8 weeks)

• CSAT ≥ 92%

• QA avg ≥ 4.4/5

• FRT avg ≤ 6 min

• Mentor 2 staff

• Run 1 training/help session

🔑 Permissions

• HWID resets

• Password/account resets

• Lock & resolve tickets

🎁 Perks

• 2 free 7-day keys / month

💰 Pay

• $3 / 100 messages

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🧩 Support Admin

🎯 Purpose: Mini-manager. Leads a micro-team of up to 5.

📌 Promotion Requirements → Manager (8–12 weeks)

• CSAT ≥ 94%

• QA avg ≥ 4.6/5

• No major KPI breaches for 2 months

• Write/update 1 guide / month

• Nominated by peers + approved by Owner

🔑 Permissions

• Hire/fire within micro-team (max 5)

• Warn staff (Trial/Support) — bot-logged

• Reassign tickets inside team

• Submit weekly team report

🎁 Perks

• 3 free 7-day keys / month

💰 Pay & Bonuses

• Base: £25 / week

• Team Bonus: +£65 if KPIs met

• Zero-Idle Bonus: +£15 if no idle tickets

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👑 Manager

🎯 Purpose: Executive tier. Oversees the entire support system.

🔑 Permissions

• Handle /owner tickets

• Generate keys & manage finances

• Approve promotions/demotions

• Oversee support-wide KPIs & coverage

🎁 Perks

• 4 free 7-day keys / month

💰 Pay & Bonuses

• Base: £25 / week

• Team Bonus: +£65 if support-wide KPIs met

• Zero-Idle Bonus: +£15 if no idle tickets