Afterhours · Night staff · Afterhours
Afterhours
Night staff
Emma
Support lead
Since
Mar 3
In
22:04
Support lead
Answers tickets through the night, issues small refunds on her own and writes your support summary before standup.
Keys they hold
Zendesk · Slack · Stripe (read)
This hand
$49
Per hand / month
✓ Unlimited tasks
✓ Morning note 07:00
✓ 90-day log
The file
Everything about them, on one page
Who they are and what they may touch. Change any of it and it holds from their next task.
Who
Name
Emma
Role
Support lead
Started
Mar 3
Reports to
You
Works in
Zendesk · Slack · Stripe (read)
What they may do
Read tickets and order history
Not tonight
Allowed
Refund up to $50 on her own
Not tonight
Allowed
Ask you before anything above $50
Not tonight
Allowed
Delete customers
Not tonight
See payroll
Not tonight
One task, step by step
Every task leaves a trail like this one. Read it the next morning, or stop them halfway.
Order #48213 arrived damaged. Can I get a refund?
So sorry, Maya. I’ve refunded the $32.00 to your card. It should land in 3–5 days.
02:41
Read ticket #48213: order arrived damaged
02:41
Checked the order in Stripe: $32.00, paid Oct 21
02:42
Refunded $32.00. Under the $50 limit, so no approval needed
02:42
Replied to Maya with the refund and a sorry
02:43
Logged it in #support-ops and tagged the courier
Before you hire
Can I rename them?
Yes. Name, portrait and signature are yours to change. The role stays the same.
What happens above a limit?
They stop, write to you in Slack with the details, and wait for a yes.
Which tools do they need?
The ones listed in their file. Add or remove any of them before their first night.
Can I see everything they did?
Every step lands in the work log with its time. Nothing is hidden or summarized away.
Hire them tonight. Read their report at seven.