Follow-the-sun support?
Work · Board of 3Our support team is 14 people; three work a permanent night shift and two of them have asked to stop. The option: hand nights to our four-person Manila team. The leads decide Thursday.
Chief of staff
Worth a board — the coverage, your customers, and the people on nights. I’d seat The Operator, The Customer and The Empath.
The OperatorCOO
The CustomerUser Voice
The EmpathPeople Advocate
The board’s call
Move nights to Manila from January after a six-week overlap — and offer the three night agents day roles first.
Four people in Manila cover the night window with one on leave. The overlap is when the playbooks and the escalation rules get written down.
Confidence70 · Moderate

The Customer disagreed
“Your biggest accounts are in US time zones. The first bad handover will land on them.”
First step Ask the three night agents which day roles they’d takeMonday
Why would the launch fail?
Work · One expertWe launch the new onboarding flow on November 3. Assume it’s December and it failed. Why?
Chief of staff
The Skeptic runs this as a pre-mortem: the likeliest ways it fails, and the one to fix first.
The SkepticRisk Assessor
The call · The Skeptic
The likeliest failure: support isn’t trained on the new flow, so week-one tickets sit for days.
Three failure paths, ranked by how likely and how costly. The first has a cheap fix — a 30-minute walkthrough for support before launch day.
The post to the team
Work · One expertWrite the Slack post announcing that nights move to Manila in January. Two night agents asked for this; one didn’t. Don’t make it sound like a cost cut.
Chief of staff
The Empath writes it: who hears first, and what the post says to each of them.
The EmpathPeople Advocate
The piece · The Empath
“From January, our Manila team covers nights. Before posting this, I spoke with each of the three people on nights…”
The post goes up after the three one-to-ones, names the six-week overlap, says what changes for day shifts, and ends with where to take questions.