Responsibilities of the Tech Department (TS) vs. Support Team (AM)

The purpose of this playbook is to clearly define the roles and responsibilities of the Tech Department and the Support Team at WootRecruit. By outlining which tasks fall under the purview of the Tech Department (TS) versus the Support Team (AM), we aim to streamline workflows, ensure efficient handling of client requests, and prevent service overlap. This playbook serves as a comprehensive guide to help team members understand their specific duties, allowing them to provide consistent and dependable support to our clients while optimizing internal processes.

Responsibilities of the Tech Department (TS) vs. Support Team (AM)

Guidelines for Request Handling

1. Assess the Complexity:
   • Minor Requests should be handled by AM, such as simple content updates, troubleshooting, and basic calendar management.
   • Major Requests require TS intervention, especially if they involve technical changes, workflow modifications, or system integrations.
2. Client Education:
   • Prevent Abuse: Educate clients on what constitutes a minor vs. a major change to prevent excessive demands on the AM team. Ensure clients understand that major changes handled by TS may incur additional charges.
3. Authorization:
   • Leadership Approval: Certain tasks, especially those involving HubSpot or major system changes, need authorization from leadership before TS can proceed.

1. Calendars

• Support Team (AM):
  • Tasks: Troubleshooting calendar issues, blocking calendar dates, and changing availability.
  • Examples: Helping a client set their availability, resolving minor sync issues, or blocking out personal time.
• Tech Department (TS):
  • Tasks: Making deeper changes such as switching from phone to Zoom for interviews.
  • Examples: Changing the interview format from phone to Zoom or integrating new calendaring software.

2. Reminders

• Support Team (AM):
  • Tasks: Handling minor requests, such as adding an extra line to a reminder.
  • Examples: Adding a custom note or minor text change to existing reminder templates.
• Tech Department (TS):
  • Tasks: Major changes that alter the sequence or structure of reminders.
  • Examples: Creating new reminder workflows or sequences, modifying the timing or delivery method of reminders.

Note: Aim to channel as many tasks as possible to TS to avoid system abuse by clients. TS tasks typically incur additional charges, so this strategy helps control workload and costs.

3. Business Profile

• Support Team (AM):
  • Tasks: Managing updates and changes to the client’s business profile.
  • Examples: Updating company information, contact details, or other basic profile elements.

4. Funnels

• Tech Department (TS):
  • Tasks: Significant aesthetic or functional changes to funnels.
  • Examples: Changing colors, updating company logos, or adding multimedia elements like videos.
• Support Team (AM):
  • Tasks: Minor modifications and content updates within funnels.
  • Examples: Adding questions to applications, making text changes to calendar instructions, or updating directions.

5. Job Ads and Verbiage

• Support Team (AM):
  • Tasks: Creating and editing job ads, adjusting verbiage, and ensuring the content aligns with client needs.
  • Examples: Writing new job descriptions, adjusting requirements, or optimizing the language for clarity and attractiveness.

6. Escalations Related to A2P

• Tech Department (TS):
  • Tasks: Handling escalations related to A2P (Application-to-Person) messaging.
  • Examples: Troubleshooting A2P delivery issues, configuring settings for compliance, or solving connectivity problems.

7. Hubspot

• Tech Department (TS):
  • Tasks: Any changes or issues related to HubSpot need to be handled by TS, but must first be authorized by leadership.
  • Examples: Integrating HubSpot with other tools, configuring advanced settings, or developing custom reports.