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📋 Daily Role Board
Coms — Communications and intaking orders, redirecting each to the correct technician.
Hunter — Intake new work orders (passcode jobs first, then non-passcode) as fast as possible, then redirect to a Worker when available.
Worker — Perform programmings and assist Hunters as needed.
Support — Troubleshoot software issues and anything new or unfamiliar; provide information on things we have no database or prior knowledge of; and ensure all other roles maintain their objectives.
Roles & Responsibilities — detailed expectationstap to expand · matches Remote Expert SOP §2.1

Each role is expected to meet the standards below. Staying disciplined on these keeps the team tight and our quality of work high.

Hunter

  • Grab new orders the moment they come in, with the fastest turnaround humanly possible — passcode jobs first, then non-passcode.
  • Confirm the order details are complete and accurate before handing the ticket to a Worker.
  • Keep an eye on incoming volume so no order sits unclaimed.
  • Never grab a make on the Do-Not-Grab list: Lamborghini, Maserati, Ferrari, McLaren.
Order of Operation — Tickets with Passcodes
When a ticket requires a passcode, work it in this order. Secure the passcode quickly, but never let the ticket stall — intake and dispatch even if the passcode or payment hasn't landed yet.
  1. Consistently keep the work phone on the Remote Expert screen so incoming contact is never missed.
  2. Call the customer from the work phone to secure the passcode. If you reach a shop or dealer menu, get to the service department and ask for the technician with the programming tablet. No answer or voicemail → step 3. Answered → step 5.
  3. Call the customer from Quo. No answer → step 4. Answered → step 5.
  4. Message them on the Remote Expert platform.
  5. Follow up on Quo via text to that number and/or the number supplied for the actual technician.
  6. Intake the order and dispatch it to a Worker — even if you still haven't gotten the passcode or payment. The ticket keeps moving.
  7. Keep an eye out for incoming messages from the client with passcodes or payment — they may send via Shark or text, or call us back.

Coms

  • Intake orders and redirect each one to the correct technician.
  • Manage designated and returning customers and own all customer communication and quotes.
  • Respond to quotes and customer messages in a timely manner so nothing goes stale.
5-Minute Rule (Coms)
Coms operates on a 5-minute maximum response window. Within 5 minutes, Coms must either respond to the teammate or customer as needed, or follow up with the Worker on the car for a status update.

Support

  • Fill in the gaps wherever the team needs coverage.
  • Troubleshoot software issues and anything new or unfamiliar; provide information on things we have no database or prior knowledge of.
  • Ensure all other roles maintain their objectives.
  • Help clear connection issues quickly so Workers are not left waiting.
  • Assist Coms and any other role as needed to keep work flowing.

Worker

  • Handle the bulk of the tickets handed off by Hunters, working through them steadily.
  • Keep Coms updated on the status of each car, especially when prompted within the 5-minute window.
  • Flag connection or programming problems to Support early rather than getting stuck.
Employee Status Primary Secondary Daily Note
Daily Priorities
Escalations / Watch Items
Availability Log (today)