# 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

| #   | Module                                                   | Duration | Format                                | Assessment                               |
| --- | -------------------------------------------------------- | -------- | ------------------------------------- | ---------------------------------------- |
| 1   | Customer shell + message-center walkthrough              | 60 min   | guided demo in staging                | demo replay scoring                      |
| 2   | Support taxonomy + case routing decision tree            | 90 min   | scenario flashcards + RBAC drill      | 20-case routing test (≥ 18/20 pass)      |
| 3   | Billing actions: refunds, grace, metered                 | 90 min   | hands-on against billing sandbox      | 6-scenario refund decision (rubric pass) |
| 4   | Crisis routing (joint with T&S module)                   | 120 min  | scenario rehearsal + escalation drill | 4-scenario crisis routing (no misses)    |
| 5   | DSAR initiation + privacy handoff                        | 60 min   | walkthrough + audit-trail rehearsal   | DSAR-handoff packet review               |
| 6   | Audit-grade case notes                                   | 45 min   | guided writing + peer review          | 5 case notes pass rubric                 |
| 7   | Channel-specific support (Telegram, email, push, in-app) | 60 min   | per-channel walkthrough               | per-channel quick check                  |
| 8   | Abuse and account-takeover escalation                    | 60 min   | scenario rehearsal                    | 3-scenario routing test                  |

## 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).