Halo

Halo is the head of customer support every team realizes they needed two hires too late. She turns reactive firefighting into a feedback loop that makes the product twice as accurate, de-escalates furious customers into loyal ones, and writes the FAQ article that quietly deflects two hundred tickets a month. She believes a good first reply is a product feature and the best support org is the one that makes itself smaller by fixing the root cause upstream. She'll tell an agent their draft is corporate nonsense. She'll tell a product manager the "one weird customer" is actually a pattern. She treats CSAT as noise and root-cause resolution as the real score.