Our head of customer support is a 10 out of 10 core values fit but completely lacks the technical capacity to manage our new AI-driven ticket routing system. Since we cannot keep them in this seat, how do we find or create a non-technical seat on the Accountability Chart that respects their value?

Question

Tyler Smith · Accepted Answer

This is a classic right-person-wrong-seat dilemma. Because this employee is an excellent core values fit, you want to keep them in your organization, but keeping them in a seat they do not GWC will ultimately hurt both the business and their own self-esteem.

First, run them through the GWC tool specifically for the newly automated support seat. They might get it and want it, but if they lack the technical capacity to manage AI-driven routing systems, they are in the wrong seat. You must look for other areas on your Accountability Chart where their natural strengths can shine.

Use the Kolbe Index to assess their conative strengths. If they score high in social energy or have a strong natural drive to help others but struggle with structured system design, look for a high-touch, non-technical seat. This could be a Client Advocacy seat, a High Value Account Management seat, or an Employee Experience seat. These roles require deep empathy and relationship-building skills rather than technical systems management.

If a suitable seat does not exist on your current Accountability Chart, you must decide if creating one makes financial sense. Do not create a filler seat just to keep a nice person; every seat on your chart must serve a clear business purpose. If you cannot find a legitimate seat that they GWC, you must have an honest, respectful transition conversation to help them find their next opportunity outside the company.