Owner: Alicia (CS) · Department: Customer Support · Status: Live · Version: 1.0
Effective Date: 2026-06-13 · Last Reviewed: 2026-06-13 · Next Review Date: 2026-09-13
Source of Truth: code audits + this page · Maturity: 3 (Usable)
Covers Team 2 customer-success deliverables (#12, #13, #15). Grounded in real systems only — gaps are stated, not invented. Platform-scoped per the Authority Boundary.
Backed by real backend state: User.onboarding_step (0=not started, 1–4=in progress, 5=complete), age_verified, identity_verified (backend/app/models/user.py:60,95,120,142). Customer-app surfaces: /onboarding, /age-verification, /identity (customer-app/.../src/app/[locale]/). Identity/age via Plaid IDV (code-complete, awaiting template config — System Capability Status).
Real today: support tickets (backend/app/models/support_ticket.py) + Chatwoot integration (Ops Dashboard widget; automation support-inbox adapter hempdash-automation/lib/loud-dept/intake/adapters/support-inbox.ts) + customer-support analytics in the Ops Dashboard.
GAP (not invented): there is no customer-health scoring, no CRM lifecycle stages, and no success-playbook automation in the codebase. Do not document these as if they exist. If desired, they are a future build, tracked in the gap registry.
Customer escalation: §17.4 Customer Support Escalation + §17.9 VIP Dispute. Incident escalation: the 7 incident playbooks + Severity Matrix + Alert→Owner Map.
Repeatability is provided by the 81-page doctrine itself: every recurring process has an SOP (governance) + playbook (execution) + reference (standards), inheriting from the Operating Model.
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