General Support
Topic | Contact | Method |
General questions, account help, payout inquiries | Surge Support | Email [email protected] |
Technical issues or login problems | Platform Support (Intercom) | In-platform chat, bottom right corner |
Policy clarification or compliance questions | Compliance Team | Email [email protected] |
Sales or project workflow guidance | Your Mentor or Sponsor | Direct message or team chat |
Escalation Pathway
When an issue cannot be resolved through your Mentor or support channels, follow the escalation pathway below. Each tier ensures the right person or team addresses the issue efficiently.
Level | Type of Issue | Escalate To | Contact |
1 | Platform, login, or dashboard issues | Support Team | [email protected] or Intercom |
2 | Payment, commission, or contract discrepancies | Finance Team | |
3 | Policy, compliance, or code of conduct concerns | Compliance Team | [email protected] with "Compliance" in subject line |
4 | Leadership disputes, communication breakdowns | Chief People Officer (CPO), CEO if necessary | |
5 | Strategic or confidential matters | CEO / Executive Team | By appointment through CEO |
Leadership & Program Contacts
Area | Primary Contact | Notes |
Member Empowerment and Support | CPO | Leads Surge sales team member success |
Software Platform Development | CTO | Guides development of Surge platform & tech |
Sales & Field Leadership | CSO | Oversees sales training, team performance, and pipeline growth |
Partnerships & Projects | COO | Manages vendor, EPC, and product relationships and project operations |
Advisory & Strategy | CAO | Liaison between field leadership and executives |
Executive Leadership | CEO | Strategic vision, executive initiatives, company direction & growth |
Advisory Council Communication
The Advisory Council functions as the bridge between the field and the executive team. If you’re part of the Council, share updates or feedback through the official leadership channels:
Advisory Council Group Chat
Monthly Council Meeting
Direct summary email to CAO & CEO
Do not communicate internal Council matters through public channels, social media, or member group chats.
Urgent Issues
If a situation is urgent (for example: time-sensitive compliance issues, client disputes, or system outages), email [email protected] with the subject line:
“URGENT – [Short Description]”
Your message will be prioritized and routed to the appropriate team immediately.
Summary
Category | Contact | Channel |
General Support | ||
Platform Help | Intercom | In-Platform Chat |
Compliance | Compliance Team | |
Leadership | CPO or Mentor | Direct Email |
Strategic / Confidential | CEO / Executive Team | Appointment via CEO |
The fastest resolution comes from clear communication — use the right path, and Surge moves with you.