Staff Development
A competency framework for support teams — built to replace vague performance conversations with something agents and leads can actually use.
Most support teams talk about career development. Few can show an agent what "better" actually looks like — not in abstract terms, but in the specific behaviors and decisions that separate one level from the next.
I built this framework to change the same frustrating conversation: an agent wants to grow, a lead wants to help them, but neither has a shared vocabulary for what progress looks like. This leads to specific feedback, concrete goals, and a feeling that you’re progressing.
How I made it work
Behavioral, not conceptual
Every skill area is written in terms of what an agent actually does. Leads can point to specifics; agents can develop behaviors.
Across growth dimensions
Agents are constantly developing. When they "level up", there are new challenges. I wanted to show the depth of the work.
Built to be shared & adapted
This was designed for my team, but it's written to be portable. The structure holds across verticals and org sizes.
Use the framework
Take a copy of the complete matrix, growth dimension breakdowns, action items for each level, and career pathway guidance — and let me know what you think!
