Support Innovation Group (SIG)

Support Innovation Group

SIG connects the Support team with IT and Product teams, to make sure we have the right tools and improvements to do our jobs well. We identify opportunities, define what we need, validate solutions, and help the team adopt what gets built.

SIG and Support Ops (IT) work in close partnership —

• SIG vets and approves all requests before anything moves forward
• Support Ops will not take requests directly from individuals in Support — all requests go through SIG first.
• SIG and Support Ops will align on a shared roadmap and objectives each cycle.

The Intake Process

• Support Request - SIG Reviews and Prioritizes requests - Works with Ops/I.T. on request
• SIG Intake Request Form

To give all of Support a voice and visibility into what we’re doing, we’re introducing a two-step process:

Step 1:

Open an RFC in Support Team Meta (STM) — This makes your request visible, invites feedback from across Support, and helps us spot any overlap with other projects. Include a due date so we can keep things moving (see the workflow below). Once your RFC is completed:

Step 2:

Submit a SIG Intake — With the RFC feedback already in hand, SIG can prioritize and roadmap your request much faster.

Note: Not every request requires an RFC. For straightforward changes — like adding a product category — skip straight to a SIG Intake and we’re ready to act.

SIG’s job is to validate, review, and assess the impact of requests before we move forward — so we can prevent those downstream surprises.

All requests will be reviewed by the team members (which have been selected by Support Managers).

What Counts as a Valid SIG Request?

A valid SIG request addresses a digital or tooling challenge that is strategic in scope, scalable in impact, and requires cross-functional delivery. It should relate to systems, automations, AI, workflows, reporting, or integrations that power Support’s work — and demonstrate meaningful impact on core KPIs such as handle time, CSAT, deflection, or backlog.

Valid requests align to one or more of SIG’s strategic epics, including automation & AI adoption, self-service expansion, engineer efficiency, customer experience, management reporting, cross-organizational collaboration, or third-party integrations. They require involvement from IT, Engineering, Product, or external vendors to design, build, and ship.

Critically, a valid SIG request is framed as a problem to solve — not a pre-defined solution — with clear articulation of impact and measurable success criteria. Requests that are narrowly scoped to a single team, lack strategic alignment, or can be resolved without cross-functional effort are out of scope for SIG.

What would be an Invalid SIG Request?

A request is out of scope for SIG if it is purely local, operational, or people-focused with no digital or tooling component. This includes staffing and scheduling asks, training and enablement items covered by existing programs, one-off configuration fixes, or standard feature and bug requests that belong in Product or Infra backlogs.

Requests that are too vague to define impact or success criteria — or that benefit only a single individual or small team — are equally out of scope. If it can be solved with a SOP, a training module, or a routine ticket, it’s not a SIG request.

EXAMPLE

This is a valid SIG request if:

• It is about digital tools, automation, AI, reporting, or integrations used by Support.
• It impacts many engineers or customers, not just one person or case.
• It is framed as a problem with clear impact and success criteria, not just a vague idea.
• It aligns with at least one SIG strategic epic (automation, self-service, portal, efficiency, CX, reporting, integrations).

This is Not a valid SIG request if:

• It is about staffing, scheduling, or people management.
• It is a training/enablement ask without a tooling change.
• It is a one-off bug or configuration issue that should be fixed through normal operational channels.
• It lacks a clear problem statement, impact, or alignment to SIG epics.

Project Links and Resources

• Technical Requests
• SIG Projects
• Support Team Meta Work Items
• NOVA - Next Gen Operations & Virtual Agents

SIG Support Team Members

SIG Support team members will:

• Be the voice of Support. SIG members aren’t just helpers — they are the people who spot what’s broken, what’s slow, and what’s missing from the day-to-day support experience. Their input shapes what gets built and prioritized.
• Validate solutions before we roll out to the wider team. You will be the ones who get to say “this works” or “this needs to change” before everyone else is affected.
• Build visibility. Working in SIG puts SIG members in front of cross-functional stakeholders — IT, Support Ops, leadership. For support engineers who want to grow, this is a meaningful way to contribute beyond tickets.

SIG Resources

• Support Innovation Group Slack Channel

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