The Launch Rapid Response Team will help field incoming support tickets, issues, and feedback after launch. The role of this team will be to triage, prioritize, and route these tickets/issues — whether they are product bugs, feature requests, customer questions, PR inquiries, or partnerships opportunities (like when Bill Gates writes to us wanting to give us millions of dollars ;))

This team sits across product, partnerships, and operations, and seeks problem solvers who are comfortable writing feature requirements, drafting customer-facing communications, and troubleshooting issues across all of the time zones in which FightPandemics users will reside.

More soon, but for now reach out to @Andrea Steves or @Indira Bhowmick to join!

Please fill out the below table with your name, availability, and what roles you might be willing to help with for support (see roles description @ bottom of page). this can be different from your "normal" FP team, we just want to make sure we are covering our basis for issues that might come up. Please then add your availability in PST to the "Coverage Schedule."

https://docs.google.com/spreadsheets/d/1lstAvm68L2FIz0JxRPpW6ATu7331rEc8tcqcNlXoqaI/edit?usp=sharing

3 people per time slot in case someone misses a shift.

Email: helping monitor incoming requests and issues, responding, getting issues to the right place

Product Management: monitoring incoming feature issues and requests, writing as feature requirements, helping prioritize these

Troubleshooting: taking incoming issues and figuring out what is going wrong. for instance, if someone writes in and says they are unable to post anything, is this a user error or a service error?

Monitoring Issues: monitoring issues in the backend database (requires some tech skill but we can train!)

Writing: writing responses, emails, etc.

Escalations: taking on any kind of escalation. this might include dealing with PR complaints, responding to user abuse, etc.

Strategy: overall planning and strategy for the team