profession file · read as its task mix
mostly shared ground
Customer support agent
sales, communication & pr
Customer support agents answer questions and complaints by chat, email and phone, solving problems and keeping customers from leaving. AI chatbots now handle a growing share of routine inquiries, pushing the human work toward complex cases, upset customers and judgment calls.
The exposed part of the week
// tasks in this mix that sit in machine territory or moving fast
The part that gains value
// the shared and human ground in this job's mix
The full mix
// what fills this job's week ( ●●● core · ●● regular · ● occasional )
Safer ground: build these
// the future skills that shield this particular mix
Emotional intelligence
understanding other people & how they feel
Social competence
communicating, cooperating & understanding others
Storytelling
telling stories & building narratives
Presentation
presenting, explaining & selling
Empathy
understand & share feelings of others
Critical thinking
reasoning independently, informed by evidence
Ask yourself
Home fields
// the dossier(s) behind this profession
