Minutes of the Customer-Support Weekly Meeting on 6 October 2026
Attendees
| Name | Role |
|---|---|
| Dana Okoro | Support Lead (chair) |
| Marcus Lindqvist | Shift Lead, mornings |
| Priya Raman | Shift Lead, evenings |
| Tomás Ferreira | Payments Engineer |
Minutes taken by Marcus Lindqvist.
Agenda
- Payment-failure escalations
- Login self-help page
- Q4 hiring
Discussion and Decisions
1. Payment-failure escalations
Payment-failure tickets are currently bounced between first-line support and engineering, with an average closure time of six days. Tomás confirmed the payments team can take these directly.
Decision: Payment-failure tickets are routed to the payments team's second line, with a 48-hour closure target, effective 13 October.
2. Login self-help page
The draft self-help page covering password resets and locked accounts is ready for review. Priya noted that roughly a quarter of evening chats are login issues that the page could resolve.
Decision: The self-help page pilots on 15 November, linked from the login screen for 50% of users.
3. Q4 hiring
Ticket volume is up 12% quarter on quarter and the evening shift is running one agent short.
Decision: One support agent is hired in October, to start on the evening shift.
Action Items
| Action | Owner | Deadline |
|---|---|---|
| Update ticket-routing rules so payment-failure tickets go to payments second line | Tomás Ferreira | 10 October 2026 |
| Brief both shifts on the new routing and the 48-hour target | Dana Okoro | 13 October 2026 |
| Finalise self-help page copy and send to the web team | Priya Raman | 31 October 2026 |
| Set up pilot tracking (page views, deflected chats) | Marcus Lindqvist | 12 November 2026 |
| Post the agent vacancy and shortlist candidates | Dana Okoro | 17 October 2026 |
| Report first week of payment-escalation closure times | Tomás Ferreira | 20 October 2026 |
Open Questions
- Weekend chat hours: Should chat support be extended to weekends? Dana to gather weekend ticket volumes and bring a proposal to the 20 October meeting.
Next Meeting
Monday 13 October 2026, 10:00, Room B / video call.