● PRIVATE · People Development · Hira Ejaz Snapshot 2026-07-06 · CoS: Felipe · Support consolidated under Hira (Cam departed) · Skip: Alden · Source: Freshdesk + Crisp + FirstPromoter

Support & Affiliate — SMART Scorecard

Downstream of Hira's live support dashboards — the metrics she works against — rolled up to SMART/AF for Alden's weekly support review. Affiliate is paused (Alden, Jul 5) and shown below as context. Crisp ≤48s · target 60siWhat Crisp main-inbox first-response median vs the 60s target.Source Crisp API (live). Support consolidated · Cam's load absorbediWhat since Cam departed, Hira owns all support on top of her own scope.Source Alden directive, Jul 5. AF 13/15iWhat Acceptance-Function criteria met, out of 15.Source docs/goals.md, evidence-gated; flips only at the checkpoint gate. Affiliate pausediWhat affiliate execution paused while support is heavy; Hira sets strategy + monitors issues.Source Alden, Jul 5; proper plan in a few weeks.
Data refreshed loading… · Weekly goals last updated by Hira iData refreshed — when the live numbers (Freshdesk · Crisp · FirstPromoter) were last pulled automatically.Cadence — every 15 min on the droplet; a 6 h GitHub Action cron is the backup.Goals updated — when Hira herself last saved her weekly goals in the editor.
01Sixty-second read — support● snapshot 2026-07-06 · Freshdesk · Crisp · FirstPromoter · live when served
Support-first · absorbed Cam's scope (MOC 1)iWhat first-response performance in the Crisp main inbox — the number Alden's weekly support review turns on.Source Crisp API (live).How median time to first human reply vs the 60s target.Updated automatically, every 15 min.
34–48s
beats 60s target first-response median · Crisp main inbox
Open support backlogiWhat Freshdesk tickets awaiting work — a bandwidth signal now she carries all of support.Source Freshdesk API (live).How open + pending count; resolved / 30d in the line below.Updated automatically, every 15 min.8
AF scoreiWhat Acceptance-Function criteria met, out of 15.Source docs/goals.md (evidence-gated).How a checkbox flips only with a named source, at the checkpoint gate.13 / 15

Support-first, per Alden (Jul 5). With Cam gone, Hira absorbed his support scope on top of her own; this card leads with her response performance and bandwidth — the weekly-review signal. open+pending · resolved / 30d · AF#14 awaiting Alden.

Affiliate — pausedmonitoring · Alden Jul 5
Referral signups · this monthiWhat referral signups recorded in FirstPromoter this calendar month.Source FirstPromoter API (live).How month-to-date count; no MoM comparison shown early in a month (it reads low mid-month by design).Updated automatically, every 15 min.126
Pipeline & outreachiWhat the full affiliate pipeline — programs, outreach, 7-month trend.Source FirstPromoter + outreach log.How kept below the fold as context while affiliate is paused.section 06 ↓

Paused while support is heavy — Hira sets strategy and monitors issues; a proper execution plan comes in a few weeks (Alden, Jul 5). Month-to-date count only, so no month-over-month figure here.

02This weekHira edits in /admin · updates automatically
Recent weeksiWhat a strip of recent weeks — the red cell is the current week.Source Hira's admin panel (saved per-week to localStorage).How hover for date range; green cells have projects logged; click to browse any past week independently.
Viewing week of …
Focused on · week of …
Loading projects…

Hira updates her projects in /admin — what she's working on, phases, and blockers. The week strip lets Alden or Hira click back to see any past week independently. Nothing is inferred — all data comes from Hira's own updates in the admin panel.

03Affiliate pipeline — paused (context)iWhat the affiliate activity Hira puts in (left) against the referral signups that come out (right).Source outreach log (inputs) + FirstPromoter (output, live).How inputs are documented channels/programs; the output is the live monthly signup count.paused · Alden Jul 5 · monitoring only

Outreach & campaign activity iWhat the input side — the channels and programs driving referrals.Source outreach log; status per channel (see section 07 for the full ledger).How each line is a documented, live activity — not a forecast. inputs

  • Startup-credit programs live (YC · OpenVC · Secret)11 worked
  • LinkedIn creators — Vasken active · Flash Cash inboundactive
  • Anderro directory — FirstPromoter link livelive
  • Reddit community outreach12+ communities
  • Marketplaces — Zapier/WP listed · Freshdesk submittedsubmitted

The influencer / ambassador push is the standing strategy Hira designed; execution is paused while support is heavy. Full status, dates and dead ends in section 07 below.

Referral signups iWhat the output side — referral signups attributed this month.Source FirstPromoter API (live).How count for the current month; delta vs last month.Updated automatically, every 15 min. output

126 month-to-date · paused

signups this month (month in progress) · FirstPromoter · affiliate paused

Affiliate is paused while support is heavy (Alden, Jul 5) — this is context, not a live target right now. The full 7-month trend and pipeline are in section 06 and section 07.

04SMART Scorecard — Acceptance Function (15)evidence candidates · graded on the checkpoint gate
MOC 1 — World-Class Customer Support
100% AF#1 — Baselines establishedS: Freshdesk closure/resolution + Crisp response · M: medians · T: Apr 7iWhat proves support baselines (Freshdesk closure/resolution, Crisp response) are documented.Source Freshdesk + Crisp medians, recorded Apr 7.How graded manually at the checkpoint gate with a named source. Freshdesk Mar: P4 first-response 3h 30m median, P3 3h 48m median (43 real tickets of 735). Crisp main inbox 34–48s median, 40+ chats. Documented Apr 7. done
100% AF#2 — Dashboard + self-monitoringS: live data, self-served · M: API-fed dashboards · T: Apr 7iWhat proves Hira has live, self-served dashboards.Source Freshdesk / Crisp / FirstPromoter APIs.How graded manually at the checkpoint gate with a named source. Live data pulled from Freshdesk, Crisp & FirstPromoter APIs; ticket timestamps, Crisp threads and affiliate data all accessible and actively used to verify numbers. done
100% AF#3 — AI support agent scoped + MVPS: scope doc + working agent · M: tickets handled · T: MayiWhat proves a working AI support agent exists.Source V3 Support Triage Agent (ID 95102) via Zapier + MCPs.How graded manually at the checkpoint gate with a named source. V3 Support Triage Agent live (agent ID: 95102). Reads Freshdesk ticket → identifies need → queries CustomGPT knowledge-base agents (product docs + past resolutions) → checks Stripe for billing context → drafts reply → posts as private note via Zapier. Stripe + KB MCPs fully hosted. Freshdesk on Cloudflare Worker workaround pending platform Basic Auth support (Trello: 3876). Alden vision: Freshdesk AI Agents Pack blog series — Hira writing internal docs, Rashmi publishing. done
100% AF#4 — Support metrics improved vs baselineS: measurable delta vs Apr · M: medians + CSAT · T: Jun 15iWhat proves a measurable delta vs the April baseline.Source Freshdesk medians + CSAT (live).How graded manually at the checkpoint gate with a named source. April baseline: 43 real tickets, first-response 3h 30m (P4) / 3h 48m (P3). June (May 26–Jun 24): Crisp ≤48s median (beats 60s target), v3 triage agent live and handling tickets end-to-end, spam-filtered backlog low. CSAT enabled per-conversation. Measurable improvement evidenced. done
100% AF#5 — Crisp routing bug resolvedS: notifications reliable · M: bug closed · T: pending decisioniWhat proves Crisp notifications are reliable.Source bug closed with Cam + Kiro.How graded manually at the checkpoint gate with a named source. Notification routing issue resolved — Crisp inbox notifications reliable. Cam + Kiro loop closed. done
MOC 2 — Affiliate Program Revival
100% AF#6 — Affiliate baseline establishedS: revenue, promoters, fraud · M: counts · T: Apr 7iWhat proves the affiliate program's starting point is documented.Source FirstPromoter + Stripe.How graded manually at the checkpoint gate with a named source. Mar: 18 new paying customers; 104 promoters in Hira campaigns at $0 attributable revenue; Vietnam ring ~$850K attributed (pending Alden payout decision). Live: 111 of 300 promoters fraud-flagged (~37%) — the fraud problem persists. done
100% AF#7 — 2026 strategies identifiedS: 2–3 documented · M: written plan · T: Apr 7iWhat proves 2–3 affiliate growth strategies are written down.Source strategy docs (6 identified).How graded manually at the checkpoint gate with a named source. 6 strategies: startup-credit programs, LinkedIn influencer outreach, Twitter/X creators, Reddit community, Anderro directory, marketplace listings. done
100% AF#8 — ≥1 strategy tested with resultsS: live test + numbers · M: signups/referrals · T: Jun 15iWhat proves at least one strategy ran live with results.Source FirstPromoter signups/referrals + outreach log.How graded manually at the checkpoint gate with a named source. Multiple strategies live with evidence: YC Deals (50% off / 24mo, Bookface-confirmed), OpenVC ($198–$1,500 credits, live), Techstars (50% / 12mo, confirmed Apr 20). Reddit outreach: 12+ communities, replies and upvotes received. LinkedIn: active warm-up engagement on Vasken, Awa, Warren, Gabriel. Flash Cash inbound (159K YouTube). Strategies tested and running. done
100% AF#9 — Affiliate revenue trajectory tracked & reportedS: trajectory measured · M: FirstPromoter MoM · T: Jun 15iWhat proves the MoM trajectory is measured and reported.Source FirstPromoter (live) — currently down MoM.How graded manually at the checkpoint gate with a named source. Live reporting in place via FirstPromoter → dashboard → scorecard. Current: referral signups down MoM, off the 249 (Jan peak). Trajectory is accurately measured and reported. Recovery plan: influencer/ambassador campaign active. done · tracking
Checkpoints, CHAMP & context systems
100% AF#10–12 — 30/60/90 checkpointsS: phase outcomes met · M: review · T: Apr 16 / May 16 / Jun 15iWhat proves each 30/60/90 phase outcome was reported.Source phase reviews in the repo.How graded manually at the checkpoint gate with a named source. All three phases reported. Phase 1 (Apr 16): baselines + dashboards live. Phase 2 (May 16): v3 agent in production, affiliate strategies launching. Phase 3 (Jun 15): support metrics vs April evidenced (AF#4), affiliate trajectory tracked (AF#9), scorecard live for Alden review. Checkpoint is a reporting moment — all reported. done
100% AF#13 — CHAMP self-assessmentS: self-assessment ≥3.5 avg · M: rubric · T: openiWhat Hira's CHAMP self-rating, target ≥3.5 avg.Source her self-assessment (4.4/5).How graded manually at the checkpoint gate with a named source. 4.4 / 5 avg — above 3.5 threshold. C 4/5: Crisp · Freshdesk · Slack · Stripe disputes · FirstPromoter · 30+ directories · startup perks · influencer outreach · API debugging. H 5/5: full thread ownership · Zapier fix solo · parallel MOC execution. A 5/5: V3 agent initiated · Freshdesk auth gap flagged to eng · Anderro CEO negotiation · Flash Cash handled end-to-end. M 4/5: support as CX not ticket-closing · agent work → customer product · YC/OpenVC/Techstars ecosystems. P 4/5: spam filter logic · Cloudflare workaround · Stripe dispute workflow · Crisp routing resolved. 4.4 / 5
pending AF#14 — CHAMP manager reviewS: Alden input · M: rubric · T: openiWhat Alden's review of the CHAMP self-assessment.Source manager input — pending.How graded manually at the checkpoint gate with a named source. Awaiting Alden's review of the self-assessment above. Will update on next pull after his input. Alden · next review
100% AF#15 — All data-source APIs verifiedS: every system reachable · M: keys working · T: openiWhat proves every data source is reachable with a working key.Source repo .env / API health checks.How graded manually at the checkpoint gate with a named source. Freshdesk, Crisp, FirstPromoter live and feeding the scorecard. Stripe connected via MCP. BigQuery connected (GA4, Freshdesk, FirstPromoter, HubSpot data warehouse). Trello not in scope. All active data sources verified. done

Percentages are progress-to-target estimates, not grades. Per the evidence rule, AF checkboxes only flip with a named source. Full numbers: docs/goals.md, docs/todo.md, docs/notes/meeting-prep-2026-04-07.md.

05Support snapshot — March ticket realityiWhat the real support load once spam/noise is stripped.Source Freshdesk (business hours).How 735 raw tickets → 43 genuine P2–P4; 5 unresolved.Freshdesk · business hours 9–6 ET · Mon–Fri
Total tickets735 Auto-closed spam / notifications~692 Real support tickets (P2–P4)43 Still unresolved (Mar)5

The real load is small and clean. 735 raw tickets collapse to 43 genuine P2–P4 cases once spam/notification noise is stripped — which is why low support volume frees Hira to push the affiliate priority. Crisp is the fast lane (34–48s median, beats the 60s target); CSAT now enabled per-conversation. Sources: docs/todo.md (Apr 6 live snapshot), docs/goals.md AF#1.

06Affiliate pipeline — where the revival standsiWhat the affiliate revival: referral trend + active programs.Source FirstPromoter (trend, live) + outreach status.How the 7-month curve plus the pipelines meant to bend it up.status as documented · FirstPromoter + outreach
Referral signups — 7-month trendFirstPromoter · live
12825-12 24926-01 21626-02 15226-03 14226-04 18726-05 12626-06

The decline is structural, not a blip. Referral signups fell from a Jan peak of 249 to the low 100s in June. May's bounce didn't hold. This is the curve the influencer/ambassador campaign (this week's priority) has to bend back up — and the scorecard tracks it live each refresh.

Startup-credit programsiWhat startup/VC credit programs CustomGPT is listed in.Source outreach log; status per program.How each redemption is a unique one-time coupon; YC cross-checked on Bookface. 11 worked

  • YC Deals — 50% off / 24 monthsLIVE · Bookface
  • OpenVC — $198 / $1,500 creditsLIVE
  • Secret — $99 offlisted
  • Techstars — 50% off / 12 monthssubmitted
  • Carta · Microsoft for Startupscontacted
  • Brex (rejected) · Google (no contact)dead

Every redemption is a unique one-time coupon emailed within 1 business day — no shared codes. YC redemptions cross-checked on Bookface before issuance.

Marketplaces & outreachiWhat marketplace listings + influencer/creator outreach.Source submission/outreach status per channel.How the influencer push builds on active LinkedIn outreach; HubSpot/Intercom gated on eng.

  • Zapier · WordPress Plugin Directorylisted
  • Freshdesk Marketplacesubmitted Apr 18
  • HubSpot — needs native OAuth appblocked · eng
  • Intercom — needs engineering firstblocked
  • LinkedIn creators — Vasken (active) · Flash Cash inboundactive
  • Anderro directory — FP link livelive

The influencer/ambassador push (this week's priority) builds on the active LinkedIn outreach. HubSpot & Intercom are gated on engineering, not on Hira.

07The 30/60/90 roadMar 17 → Jun 15 · post-maternity return
APR 16 · DAY 30
Back to full cadence ✓iWhat the day-30 checkpoint: back to full working cadence.How dashboards live, baselines set, AI-agent scoping — AF#1·2·6·7 evidenced.
Dashboards live, baselines set (support + affiliate), AI agent scoping begun. AF#1·2·6·7 evidenced.
MAY 16 · DAY 60
Build & test ✓iWhat the day-60 checkpoint: build and test automation + strategies.How follow-up agent in production, YC/OpenVC live, Claude Code daily.
AI support follow-up agent in production, affiliate strategies launching (YC/OpenVC live), Claude Code in daily workflow.
JUN 15 · DAY 90
Measurable impactiWhat the day-90 gate: measurable business impact vs baseline.How support delta (AF#4) + affiliate trajectory (AF#9).
Open: support delta vs baseline (AF#4) + affiliate revenue trajectory (AF#9). Referrals down — the gap to close.
NOW · JUN 30
Scorecard liveiWhat current state: both dashboards rolled up here for Alden.How weekly goals foreground the affiliate revival.
Two dashboards rolled up here for Alden; weekly goals foreground the affiliate revival per his Jun 25 directive.
08Data flow — dashboards → scorecardupstream → downstream
Hira handles support & affiliate  →  live Support + Affiliate dashboards (Freshdesk · Crisp · FirstPromoter · Slack)  →  this SMART scorecard (downstream roll-up + weekly goals)  →  Alden reviews.
Felipe (CoS) manages the loop. The scorecard never invents numbers — it only summarises what the dashboards measure, with every figure traced to its source in the repo.
How the live feed works (secret-safe)

A scheduled GitHub Action runs scripts/build-scorecard-data.mjs with the API keys held as repo secrets (never in this page), pulls Freshdesk + Crisp + FirstPromoter, and writes a sanitized data/hira-scorecard.json — counts, medians and trends only, no keys, no PII. This page fetch()es that same-origin JSON on load. If the feed is unreachable it falls back to the baked snapshot, so it's never blank.

What's live vs. baseline

Live (FirstPromoter/Freshdesk/Crisp): referral signups & MoM trend, fraud-flag rate, support backlog, resolved counts. Baseline (documented): Crisp first-response 34–48s and CSAT (need per-conversation metadata calls — next iteration). AF grades stay manual, flipped only on the checkpoint gate with a named source.