Internal — Scope Assessment

Role Scope: Head of Support Operations vs. Team Lead

Current responsibilities and potential forward initiatives mapped against role level. Q1 2026.

54
Workflows
26
DB Tables
3
Edge Workers
€180k+
AI Systems /yr
8
Direct Reports
5.2 GB+
Data Under Mgmt
Option A — Title Correction
Head of Support Operations
Option B — Role as Contracted
Team Lead Customer Support
Delivered — AI Systems (€180k+/yr)
Abby Chatbot Ecosystem (Seller, Partner, Payer, Internal — Widget, WhatsApp, Slack)✓ Live
Drafting System (Salesforce AI pre-drafts, shadow learning, evaluation)✓ Live
AI-Assisted Knowledge Management App (replaces Salesforce Knowledge)✓ Live
Voice Bot (self-hosted infrastructure, barge-in support)✓ Live
At Risk — AI Systems (€180k+/yr)
Abby Chatbot Ecosystem (Seller, Partner, Payer, Internal — Widget, WhatsApp, Slack)⚠ At Risk
Drafting System (Salesforce AI pre-drafts, shadow learning, evaluation)⚠ At Risk
AI-Assisted Knowledge Management App (replaces Salesforce Knowledge)⚠ At Risk
Voice Bot (self-hosted infrastructure, barge-in support)⚠ At Risk
Delivered — Data & Evaluation Infrastructure
Signature System, Embedding & Retrieval Pipeline✓ Live
Evaluation Framework (quality scoring, gap analysis)✓ Live
Backend Data Layer (Postgres & others)✓ Live
AI & Automation Analytics Dashboard✓ Live
At Risk — Data & Evaluation Infrastructure
Signature System, Embedding & Retrieval Pipeline⚠ At Risk
Evaluation Framework (quality scoring, gap analysis)⚠ At Risk
Backend Data Layer (Postgres & others)⚠ At Risk
AI & Automation Analytics Dashboard⚠ At Risk
Delivered — Platform & Orchestration
Workflow Orchestration (54 automations across 9 domains)✓ Live
Salesforce Automation & Flow Management✓ Live
Infrastructure (Cloudflare, Postgres, Hetzner, LLMs; maintaining, improving)✓ Live
Vendor & Cost Management (Inworld, Deepgram, Telnyx, and others)✓ Live
At Risk — Platform & Orchestration
Workflow Orchestration (54 automations across 9 domains)⚠ At Risk
Salesforce Automation & Flow Management⚠ At Risk
Infrastructure (Cloudflare, Postgres, Hetzner, LLMs; maintaining, improving)⚠ At Risk
Vendor & Cost Management (Inworld, Deepgram, Telnyx, and others)⚠ At Risk
Potential Forward Initiatives
Suggestions — subject to alignment with Product & Commercial
Help Center Revamp — AI-powered, self-service first (focused on lead generation)→ Possible
Drafting Auto-Close & Abby with Account Lookups and Platform Actions→ Possible
Commercial Intelligence — Churn signals from support data→ Possible
App-Support Augmentation (recovering lost orders, tighter processes, scaling up)→ Possible
Support-driven Product Feedback Loop→ Possible
Not Pursued
Lightweight insights available on request
Help Center Revamp — AI-powered, self-service first (focused on lead generation)— Dropped
Drafting Auto-Close & Abby with Account Lookups and Platform Actions— Dropped
Commercial Intelligence — Churn signals from support data— Dropped
App-Support Augmentation (recovering lost orders, tighter processes, scaling up)— Dropped
Support-driven Product Feedback Loop— Dropped
Team & Operations Leadership
 
8 Direct Reports across 4 queues (App, Tech, 1st Level, Payer Support)✓ In Role
SLA Framework & Performance Monitoring✓ In Role
Agent Coaching, Escalations, Content Management✓ In Role
Salesforce Administration (routing, deflection logic, macros, templates)✓ In Role
Help Center Content Maintenance (no development)✓ In Role
Zoom Management (queues, line routing, flow logic)✓ In Role
Support Email Infrastructure (inboxes, Apps Script spam filters, routing logic)✓ In Role
Team & Operations Leadership
Current scope — already exceeds standard Team Lead responsibilities
8 Direct Reports across 4 queues (App, Tech, 1st Level, Payer Support)✓ In Role
SLA Framework & Performance Monitoring✓ In Role
Agent Coaching, Escalations, Content Management✓ In Role
Salesforce Administration (routing, deflection logic, macros, templates)✓ In Role
Help Center Content Maintenance (no development)✓ In Role
Zoom Management (queues, line routing, flow logic)✓ In Role
Support Email Infrastructure (inboxes, Apps Script spam filters, routing logic)✓ In Role
Budget & Cross-Scope
Budget Approval & Invoice Sign-off for Department✓ Owned
Bonus Calculations incl. Payments Support (cross-scope)✓ Owned
Salesforce Routing for Payments Support (cross-scope, voluntary)✓ Owned
Budget & Cross-Scope
Budget Approval & Invoice Sign-off for Department⚠ Unclean
Bonus Calculations incl. Payments Support (cross-scope)⚠ Unclean
Salesforce Routing for Payments Support (cross-scope, voluntary)⚠ Unclean
All AI & automation systems built and maintained by single contributor
Option A — Title Correction
Head of Support Operations
Delivered — AI Systems (€180k+/yr)
Abby Chatbot Ecosystem (Seller, Partner, Payer, Internal — Widget, WhatsApp, Slack)✓ Live
Drafting System (Salesforce AI pre-drafts, shadow learning, evaluation)✓ Live
AI-Assisted Knowledge Management App (replaces Salesforce Knowledge)✓ Live
Voice Bot (self-hosted infrastructure, barge-in support)✓ Live
Delivered — Data & Evaluation Infrastructure
Signature System, Embedding & Retrieval Pipeline✓ Live
Evaluation Framework (quality scoring, gap analysis)✓ Live
Backend Data Layer (Postgres & others)✓ Live
AI & Automation Analytics Dashboard✓ Live
Delivered — Platform & Orchestration
Workflow Orchestration (54 automations across 9 domains)✓ Live
Salesforce Automation & Flow Management✓ Live
Infrastructure (Cloudflare, Postgres, Hetzner, LLMs; maintaining, improving)✓ Live
Vendor & Cost Management (Inworld, Deepgram, Telnyx, and others)✓ Live
Potential Forward Initiatives
Suggestions — subject to alignment with Product & Commercial
Help Center Revamp — AI-powered, self-service first (focused on lead generation)→ Possible
Drafting Auto-Close & Abby with Account Lookups and Platform Actions→ Possible
Commercial Intelligence — Churn signals from support data→ Possible
App-Support Augmentation (recovering lost orders, tighter processes, scaling up)→ Possible
Support-driven Product Feedback Loop→ Possible
Team & Operations Leadership
8 Direct Reports across 4 queues (App, Tech, 1st Level, Payer Support)✓ In Role
SLA Framework & Performance Monitoring✓ In Role
Agent Coaching, Escalations, Content Management✓ In Role
Salesforce Administration (routing, deflection logic, macros, templates)✓ In Role
Help Center Content Maintenance (no development)✓ In Role
Zoom Management (queues, line routing, flow logic)✓ In Role
Support Email Infrastructure (inboxes, Apps Script spam filters, routing logic)✓ In Role
Budget & Cross-Scope
Budget Approval & Invoice Sign-off for Department✓ Owned
Bonus Calculations incl. Payments Support (cross-scope)✓ Owned
Salesforce Routing for Payments Support (cross-scope, voluntary)✓ Owned
All AI & automation systems built and maintained by single contributor
Option B — Role as Contracted
Team Lead Customer Support
At Risk — AI Systems (€180k+/yr)
Abby Chatbot Ecosystem (Seller, Partner, Payer, Internal — Widget, WhatsApp, Slack)⚠ At Risk
Drafting System (Salesforce AI pre-drafts, shadow learning, evaluation)⚠ At Risk
AI-Assisted Knowledge Management App (replaces Salesforce Knowledge)⚠ At Risk
Voice Bot (self-hosted infrastructure, barge-in support)⚠ At Risk
At Risk — Data & Evaluation Infrastructure
Signature System, Embedding & Retrieval Pipeline⚠ At Risk
Evaluation Framework (quality scoring, gap analysis)⚠ At Risk
Backend Data Layer (Postgres & others)⚠ At Risk
AI & Automation Analytics Dashboard⚠ At Risk
At Risk — Platform & Orchestration
Workflow Orchestration (54 automations across 9 domains)⚠ At Risk
Salesforce Automation & Flow Management⚠ At Risk
Infrastructure (Cloudflare, Postgres, Hetzner, LLMs; maintaining, improving)⚠ At Risk
Vendor & Cost Management (Inworld, Deepgram, Telnyx, and others)⚠ At Risk
Not Pursued
Lightweight insights available on request
Help Center Revamp — AI-powered, self-service first (focused on lead generation)— Dropped
Drafting Auto-Close & Abby with Account Lookups and Platform Actions— Dropped
Commercial Intelligence — Churn signals from support data— Dropped
App-Support Augmentation (recovering lost orders, tighter processes, scaling up)— Dropped
Support-driven Product Feedback Loop— Dropped
Team & Operations Leadership
Current scope — already exceeds standard Team Lead responsibilities
8 Direct Reports across 4 queues (App, Tech, 1st Level, Payer Support)✓ In Role
SLA Framework & Performance Monitoring✓ In Role
Agent Coaching, Escalations, Content Management✓ In Role
Salesforce Administration (routing, deflection logic, macros, templates)✓ In Role
Help Center Content Maintenance (no development)✓ In Role
Zoom Management (queues, line routing, flow logic)✓ In Role
Support Email Infrastructure (inboxes, Apps Script spam filters, routing logic)✓ In Role
Budget & Cross-Scope
Budget Approval & Invoice Sign-off for Department⚠ Unclean
Bonus Calculations incl. Payments Support (cross-scope)⚠ Unclean
Salesforce Routing for Payments Support (cross-scope, voluntary)⚠ Unclean
All AI & automation systems built and maintained by single contributor
Automations — 54 Workflows across 9 Domains (excluding Salesforce)
📁Infrastructure(8)
__i_Delete_executionsScheduled cleanup of execution logs
__i_Error_go_awayError suppression for non-critical failures
__i_Error_NotifsDirect error notification for instant action
__i_Error_Notifs_BackupBackup error notification channel
__i_Hetzner_Health_AlertServer health monitoring for Hetzner
__i_Loopguard_EventsEmail spam filter alerts (block/unblock events)
__i_saves_dbScheduled database backup routines
__i_saves_n8nScheduled automation configuration backup
📁Utility(4)
__u_Fetch_ScreenshotsPuppeteer page capture (reusable utility)
__u_From_Gdrive_exact_as_jsonGoogle Drive extraction and JSON transform
__u_Log_executionExecution logging for observability
__u_Postgres_QueryReusable Postgres query interface
📁Embeddings(9)
(embed)Chat MessagesEmbeds customer chat messages
(embed)Confluence PagesEmbeds internal Confluence docs
(embed)HC ArticlesEmbeds Help Center articles
(embed)Jira IssuesEmbeds Jira tickets for cross-reference
(embed)Signature ConsolidationConsolidates signature patterns from case data
(embed)Signature ExtractionExtracts new signature candidates
(embed)Support CommsEmbeds historical support communications
(embed)Video FAQsEmbeds video FAQ content
(embed)Voice MessagesEmbeds voice transcriptions for retrieval
📁Retrieval Tools(14)
(sub tool)External QueriesTakes JSON queries, fires through routed external retrieval
(sub tool)Internal QueriesTakes JSON queries, fires through routed internal retrieval
(tool)Chat History QueryRetrieves past chat conversations
(tool)Comms QueryRetrieves historical support comms
(tool)Confluence QueryRetrieves Confluence documentation
(tool)Help Center QueryRetrieves Help Center articles
(tool)Jira QueryRetrieves Jira tickets
(tool)Knowledge Retrieval PayerUnified multi-source retrieval (payer-specific cocktail)
(tool)Knowledge Retrieval SellerUnified multi-source retrieval (seller-specific cocktail)
(tool)Page Context RetrievalRetrieves URL-based page context
(tool)Parallel Retrieval DistributorAI agent tool — distributes queries as JSON to sub tools
(tool)Signature QueryRetrieves matching signature patterns
(tool)Support Case QueryRetrieves the user’s own support case history
(tool)Video KnowledgeRetrieves video FAQ content
📁Evaluation & Analysis(5)
Account-Specific LookupsGap analysis — evaluates what lookups/actions could improve AI resolution
Chat Evaluation FlowScheduled quality scoring of chatbot conversations
Draft Evaluation FlowScheduled evaluation of AI drafts vs. agent output
Voice Evaluation FlowScheduled quality assessment of voice bot interactions
Signature Decay FlowDissolves low-confidence signatures, archives orphans
📁Chatbot(5)
CHATBOT_FLOWMain flow — Seller & Partner channels, in-product widget, WhatsApp
CHATBOT_FLOW_INTERNALInternal Slack chatbot for team queries
CHATBOT_FLOW_PAYERPayer-facing chatbot flow
(sub)_INTERNAL_call_slackOrganic emoji reactions and Slack integration
(sub)Verify IdentityAdvanced identity verification for CHATBOT_FLOW
📁Drafting(2)
DRAFTING_FLOWSalesforce-triggered AI pre-drafts with error-silencing architecture
DRAFTING_FLOW_OLDPrevious iteration, retained for reference
📁Knowledge(5)
Knowledge_Article_TouchupAI-assisted article quality improvement
Knowledge_Article_TranslateAutomated article translation pipeline
Knowledge_Article_UpdateAI-powered article rewriting — add, adjust, or remove content
Knowledge_Broken_Link_CrawlerScheduled + on-demand broken link and video detection
Knowledge_VectorDB_RetrievalsVector DB retrieval interface for knowledge queries
📁Voicebot(2)
VOICEBOT_FLOWMain voice bot — self-hosted infrastructure, barge-in support
Voice Logging FlowVoice interaction logging and transcription storage
+ archived workflow library (prototypes, deprecated versions, experimental flows)
All AI & automation systems built and maintained by single contributor
Database Infrastructure — 26 Tables
active_incidents16 kBCurrent incident tracking
chat_handoff208 kBSmart fallback — escalates to advanced chatbot when primary falters
chat_identity872 kBVerified identity data for chatbot sessions
chat_message14 MBFull chatbot conversation history
chat_message_vectors78 MBChat message embeddings for retrieval
comms_chunks_all2.6 GBSupport communications — chunked and embedded (200k+ rows)
confluence_chunks323 MBConfluence documentation chunks
confluence_pages59 MB1:1 copy of the company’s entire Confluence system, always fresh
distilled_cases857 MBPart of the Signature System — distilled support case patterns
feedback_signal_log5.6 MBReranking scores — material ranked for HC and Signatures
jira_tickets793 MB1:1 copy of the entire Jira system, always fresh
retrieval_batch240 MBParallel system retrieval action log
signatures25 MBConsolidated problem-solution signature patterns
tmp_account_data_eval29 MBGap analysis staging — account lookup improvement candidates
video_faq_errors232 kBVideo FAQ embedding process error log
video_faqs170 MBEmbedded Q&A from videos
video_transcriptions32 MBRaw speech-to-text logs from embedding process
voice_message360 kBVoice bot message records
voice_message_vectors6.5 MBVoice message embeddings for retrieval
All Articles10 MBHelp Center article mirror for knowledge app
dashboard_items280 kBKnowledge App dashboard — reminders, notes, progress
draft_comparisons26 MBAI draft vs. agent response comparison data
kb_vectors42 MBVectorized articles, periodically re-embedded from All Articles
page_context1.9 MBContext-aware chatbot — knows where what is and how it looks
screenshot_jobs96 kBPuppeteer screenshot job queue
workflow_execution_log15 MBExecution speed, token tracking, performance data
All AI & automation systems built and maintained by single contributor
Cloudflare Workers — 3 Edge Deployments
⚡chatbot-proxy
Secure gateway between frontend and automation backend. CORS enforcement, payload size limiting, dual-layer rate limiting (global burst protection + per-session throttling), nonce-based replay prevention, JWT generation for authenticated backend calls, and variant routing across chatbot channels. Production-grade security layer.
⚡screenshot-processor
Full-stack page renderer. Captures URLs via headless browser, processes screenshots through Vision AI to extract structural page elements, and feeds the page context system that makes the chatbot context-aware. Substantial codebase with dependencies.
⚡yt-audio-proxy
YouTube transcript extraction proxy. Bearer-authenticated, fetches YouTube player API for German-preferred captions with multi-format fallback. Feeds the video FAQ embedding pipeline.
All AI & automation systems built and maintained by single contributor