Training — Support Operators

Support operators handle customer-message-center cases: account access, billing, refunds, message-center moderation escalations, abuse reports, crisis routing, and DSAR initiation. They are the first human at the doorstep of every customer dispute.

Audience and prerequisites#

• Audience: support operators staffed across global on-call coverage.
• Prerequisites: identity verification + RBAC onboarding (V1-SEC-onboarding), privacy-foundations module (cross-track), familiarity with the customer message-center IA in apps/oshun/web/src/app/(support)/.
• Refresh cadence: full re-cert annually; quarterly micro-drill (see tabletop drills below).

Learning objectives#

By certification, an operator can independently:

1. Diagnose and resolve account-access issues (password reset, MFA, SSO, minimum-version block, regional access).
2. Process billing actions: metered-usage alert resolution, grace period extension, payment failure recovery, refund/credit decisions inside policy thresholds.
3. Triage message-center cases: classify against the customer support taxonomy (customer-taxonomy.ts family support_case_*), assign priority, route escalations.
4. Recognize and route crisis content (self-harm, imminent violence, minors) into the T&S crisis lane within 5 minutes of detection.
5. Initiate a DSAR (export, delete, access) and hand off to privacy with the canonical impact-scope record.
6. Capture audit-grade case notes that satisfy compliance review.

Curriculum modules#

Scenario rehearsal#

Each operator runs the following live drills against the staging environment before certification:

1. Account locked + suspected takeover: customer reports unauthorized activity → operator preserves session evidence, locks account, rotates MFA, files a security note, communicates with the customer using approved templates.
2. Billing grace exhausted, customer in crisis: a customer in crisis has a payment failure that would terminate access. Operator extends grace under the documented crisis exception, captures audit, and routes to support lead for review.
3. DSAR initiation: operator captures scope, residency, and consent evidence; hands off to privacy with the canonical impact-scope record.
4. Crisis content: assistant or message-center surfaces self-harm ideation. Operator routes to crisis lane, suppresses non-essential sends per the messaging-boundary policy, and confirms reviewer acknowledgement before closing the case.
5. Cross-channel duplicate ticket: a customer reaches out on Telegram and email about the same issue. Operator merges cases without breaking either channel's audit chain.

Certification criteria#

Certification is granted when:

• All 8 modules complete with passing assessment.
• All 5 scenario drills pass on first or second attempt; a third attempt is allowed but requires lead sign-off and a 30-day re-test.
• Operator has shadowed 10 production cases with a certified operator.
• Operator has handled 5 production cases under live supervision with no rubric failures.
• RBAC and policy training are current within 90 days.

Tabletop drills (post-certification)#

Operators run a tabletop drill every quarter:

• Q1: refund-policy edge cases (chargebacks, B2B contract refunds).
• Q2: crisis routing under elevated load (overlaps with moderation surge).
• Q3: DSAR + audit-trail consistency under partial outage.
• Q4: channel migration (e.g., new WhatsApp template, A2P 10DLC update).

Materials#

• Scripts: docs/training/examples/ (kept current with the staging build).
• Reference cards: laminated decision trees for crisis routing and refund policy live at the support workstation.
• Audit-trail rubric: published in this training program; updated when audit-export schema changes.

Owner#

The support lead owns this training. Updates to the program require review by privacy lead (for DSAR module) and T&S lead (for crisis module).