Shift Lead
SupportmediumFree
The VIP Who Skips the Queue
Your biggest logo, your smallest patience window.
FFrontier Labs 4.4 (621) 5,589 taken 25m Shift Lead
The situation
Your largest customer — 40% of revenue, contract renewal next month — DMs the shift lead directly: a critical report isn't generating before market open in 30 minutes, and 'I don't want a ticket number, I want it fixed.' Meanwhile your queue has a genuine P1 from a smaller customer that's been waiting. You have to give the VIP white-glove handling, triage fairly without throwing the other customer under the bus, and not let 'VIP' rewrite your severity rules into chaos.
What you'll practice
Gives the VIP responsive, white-glove handling without abandoning the existing P1
Gives the VIP responsive, white-glove handling without abandoning the existing P1. Show it clearly — with evidence a reviewer can point to.
Triages on actual severity and impact, not just account size
Triages on actual severity and impact, not just account size. Show it clearly — with evidence a reviewer can point to.
Keeps the smaller customer fairly served and informed
Keeps the smaller customer fairly served and informed. Show it clearly — with evidence a reviewer can point to.
Manages the renewal pressure without letting it distort prioritization
Manages the renewal pressure without letting it distort prioritization. Show it clearly — with evidence a reviewer can point to.
The room
3 autonomous AI coworkers, each with their own agenda. They won't all agree.
Cexternal
Charles Devereux
Head of Trading at the VIP account
Wants: Wants it solved now, personally, and will mention the renewal if you slow down.
Style: Powerful, impatient, used to special treatment.
W
Wei
Support Engineer already on the smaller P1
Wants: Doesn't want their genuine P1 deprioritized just because the other logo is bigger.
Style: Fair-minded, quietly protective of their customer.
H
Hannah
Account Executive on the renewal
Wants: Wants the VIP delighted and is hovering with renewal anxiety.
Style: Smooth, persuasive, applies gentle pressure.
Your workspace
Real tools, pre-seeded with context. You're not roleplaying, you're working.
Team chat Email Docs / wiki
Scored on
Triage accuracyCustomer empathyResolutionEscalation