Escalation Levels
Understanding the escalation hierarchy.
Level Overview
- L1 (Support Agent) — Standard inquiries, basic troubleshooting
- L2 (Senior Support) — Complex technical, extended issues
- CIO — Compliance, large financials, sensitive matters
- CEO — Major approvals, USDT, large CSR
L1 - Support Agent
Responsibilities
- First response to all tickets
- Standard account questions
- Basic KYC guidance
- Deposit/withdrawal status checks
- Simple troubleshooting
Authority
Can do:
- Answer FAQs
- Guide through processes
- Check transaction status
- Reset basic account issues
Cannot do:
- Approve large withdrawals
- Override compliance holds
- Make exceptions to policy
- Access financial approvals
Resolution Target
- 80% of issues resolved at L1
- Response within 24 hours
- Resolution within 48 hours
L2 - Senior Support
Responsibilities
- Complex technical issues
- Multi-touch issues (3+ contacts)
- Account recovery
- Detailed transaction research
- Policy clarification
Authority
Can do:
- Deep investigation
- Account adjustments
- Extended troubleshooting
- Escalate to CIO
Cannot do:
- CEO-level approvals
- Compliance decisions
- Legal responses
- Termination reversals
Resolution Target
- Resolution within 72 hours
- Clear escalation or resolution
CIO Level
Handles
- Compliance concerns
- Large financial matters
- Termination appeals
- Legal/regulatory contacts
- Sensitive situations
Authority
Can do:
- Compliance decisions
- Termination reviews
- Policy exceptions
- Financial approvals under 300K
Cannot do:
- Certain CEO approvals
- USDT withdrawals alone
- Regulatory responses (legal)
- CSR withdrawals ≥300K alone
CEO Level
Handles
- CSR withdrawals ≥300,000
- USDT withdrawals (with CIO)
- Major policy exceptions
- Critical business decisions
Approval Matrix
- CSR under 300K — Standard process
- CSR ≥ 300K — CEO required
- USDT (any amount) — CEO + CIO required