# 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.\
\&#xNAN;**⏳ 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)

***

### 🛡️ 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

***

### ⚡ 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

***

### 🧩 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

***

### 👑 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
