● PRIVATE · People Development · Hira Ejaz Snapshot 2026-06-26 · CoS: Felipe · Manager: Cameron · Skip: Alden · Source: Freshdesk + Crisp + FirstPromoter

Support & Affiliate — SMART Scorecard

Downstream of Hira's live Support & Affiliate dashboards — the metrics she works against — rolled up to SMART/AF for Alden's review against the 90-day (Jun 15) checkpoint. Crisp ≤48s · target 60s AF 5/15 Affiliate referrals ↓ 43% MoM

01Sixty-second read● snapshot 2026-06-26 · Freshdesk · Crisp · FirstPromoter · live when served on Pages

Crisp first response34–48smain-inbox median · target 60s

Support backlog2open+pending · 12 resolved / 30d

AF Score5 / 15AF#1·2·3·6·7 evidence-backed

Affiliate referrals · Jun107signups this month · FirstPromoter

vs last month−43%May 187 → Jun 107 · down from 249 (Jan)

★Goals for this weekso Alden doesn't have to ask "what are you working on?"

1 Affiliate revival — spin up the influencer / ambassador campaign Direct response to Alden's Jun 25 directive: referrals are down this month, so concerted action to drive them back up is the focus over low-volume day-to-day ops. Active outreach in flight: Awa, Vasken, Warren, Gabriel (LinkedIn) + Anderro directory live. PRIORITY
Alden · Jun 25

2 Build the Freshdesk v3 agent (AI triage / automation) Next step up from the Apr 6 follow-up agent (30+ tickets triaged in 18 min). Moves support from manual to AI-assisted triage — feeds AF#3 → AF#4 (measurable improvement vs baseline). BUILD
MOC 1

3 Hold the line on day-to-day support Freshdesk tickets + Crisp live chat at ≤60s first response; Slack community first-line cover. Volume is low this week — hence the affiliate focus above. RUN
MOC 1

4 Refresh dashboards with full month-end metrics Pull current June numbers (Freshdesk + Crisp + FirstPromoter) into both dashboards so this scorecard reads live, not off the April baseline. EOD
data

This is the section Alden checks instead of DM-ing the group chat. Hira edits it each week; the scorecard surfaces it to Alden read-only.

02SMART 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 7 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 7 Live data pulled from Freshdesk, Crisp & FirstPromoter APIs; ticket timestamps, Crisp threads and affiliate data all accessible and actively used to verify numbers. done

~90% AF#3 — AI support agent scoped + MVPS: scope doc + working agent · M: tickets handled · T: May Follow-up agent in production Apr 6 — 30+ tickets followed up in 18 min (2 resolved, 3 awaiting customer). Now building Freshdesk v3 AI-triage agent. building v3

pending AF#4 — Support metrics improved vs baselineS: measurable delta vs Apr · M: medians + CSAT · T: Jun 15 CSAT now enabled in Freshdesk (per-conversation). Needs a June re-pull against the April baseline to evidence the delta — the dashboard refresh this week unblocks it. 90-day · Jun 15

~40% AF#5 — Crisp routing bug resolvedS: notifications reliable · M: bug closed · T: pending decision Notification issue active (no ping/sound when Cam has Crisp open). Partially fixed; in contact with Kiro — needs Alden + Cam decision to close. blocked

MOC 2 — Affiliate Program Revival

100% AF#6 — Affiliate baseline establishedS: revenue, promoters, fraud · M: counts · T: Apr 7 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 7 6 strategies: startup-credit programs, LinkedIn influencer outreach, Twitter/X creators, Reddit community, Anderro directory, marketplace listings. done

~50% AF#8 — ≥1 strategy tested with resultsS: live test + numbers · M: signups/referrals · T: Jun 15 Startup credits live: YC (50% off / 24mo, Bookface-confirmed) + OpenVC ($198–$1,500 credits); Techstars submitted (12mo). LinkedIn outreach active. Attributable conversions still to be evidenced. 90-day · Jun 15

at risk AF#9 — Affiliate revenue on positive trajectoryS: referrals climbing · M: FirstPromoter MoM · T: Jun 15 107 referral signups in Jun vs 187 in May — −43% MoM (FirstPromoter, live), and down from the 249 (Jan) peak. Quantifies Alden's Jun 25 flag exactly; this is the gap the Week-1 influencer/ambassador push must close. −43% · recovery

Checkpoints, CHAMP & context systems

2 / 3 AF#10–12 — 30/60/90 checkpointsS: phase outcomes met · M: review · T: Apr 16 / May 16 / Jun 15 Phase 1 (back to full cadence) and Phase 2 (build & test) substantially met. Phase 3 (Jun 15, measurable impact) is the open one — pending the AF#4 / AF#8–9 evidence. Jun 15

not started AF#13–14 — CHAMP assessmentS: self-assessment + ≥3.5 avg · M: rubric · T: open Awaiting Hira's self-assessment + manager input across Competencies, Hard work, Agency, Missionary, Problem-solving. awaiting input

~85% AF#15 — All data-source APIs verifiedS: every system reachable · M: keys working · T: open Freshdesk, Crisp, FirstPromoter, Slack keys in place and feeding the scorecard (.env added). Customer.io & Stripe keys still placeholders; Trello pending. near

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.

03Support snapshot — March ticket realityFreshdesk · business hours 9–6 ET · Mon–Fri

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.

04Affiliate pipeline — where the revival standsstatus as documented · FirstPromoter + outreach

Referral signups — 7-month trendFirstPromoter · live

The decline is structural, not a blip. Referral signups fell from a Jan peak of 249 to 107 in June (−43% vs May). May's bounce didn't hold. This is the curve the influencer/ambassador campaign (Week-1 priority) has to bend back up — and the scorecard tracks it live each refresh.

Startup-credit programs 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 & outreach

Zapier · WordPress Plugin Directorylisted
Freshdesk Marketplacesubmitted Apr 18
HubSpot — needs native OAuth appblocked · eng
Intercom — needs engineering firstblocked
LinkedIn creators — Awa, Vasken, Warren, Gabrielactive
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.

05The 30/60/90 roadMar 17 → Jun 15 · post-maternity return

APR 16 · DAY 30

Back to full cadence ✓

Dashboards live, baselines set (support + affiliate), AI agent scoping begun. AF#1·2·6·7 evidenced.

MAY 16 · DAY 60

Build & test ✓

AI support follow-up agent in production, affiliate strategies launching (YC/OpenVC live), Claude Code in daily workflow.

JUN 15 · DAY 90

Measurable impact

Open: support delta vs baseline (AF#4) + affiliate revenue trajectory (AF#9). Referrals down — the gap to close.

NOW · JUN 26

Scorecard live

Two dashboards rolled up here for Alden; weekly goals foreground the affiliate revival per his Jun 25 directive.

06Data 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.