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Yikes! Yeah it sounds like you're turning more into a generalized support team. Pretty frustrating to have your job just change underneath you like that!
There's a high chance that you are slowly turning into escalated support. But this new arrangement could have various implications. Have you tried asking the management for some clarifications?
They might be changing the direction of your team that's what it seems like to me
My assumptions are; the product you support is simple — or at least user-friendly and intuitive, conversations with customers are more transactional than relational, and your product/service may not be entirely recession-proof — as in spending is being reigned in within the org, and a general re-org may have occurred.
Question though, what happens to traditional support channels? Will they be absorbed into your responsibilities?
This sounds exactly like what happened to our Shopify rep. Instead of having one person that works with us we now have a 'pool'. Not thrilled with that development.
Are you my coworker? We just moved everyone but enterprise to a pool of CSMs and I'm expecting turnover like crazy. One of my favorites already quit this week.