HOL + external operators · Candidate actor
HOL member support
An HOL operator helping people with membership, edition access, account recovery, preferences, and event questions. The product needs these outcomes, but HOL has not defined a separate support role or team.
Primary goalResolve a member's problem without granting broader platform, editorial, or commercial authority.
A path through the work.
A proposed sequence from the working persona. Access, approvals, and handoffs still need HOL review.
Receive a categorized inquiry
verify the requester
inspect account and entitlement state
guide recovery or escalate an exception
confirm resolution
record an auditable support action. Event questions may route to a distinct organizer.
What could get in the way.
Clear issue routing, enough context to diagnose access, privacy-protective identity checks, limited permissions, and a handoff when a case requires an administrator or editor.
Role relationship.
Candidate scoped support permission. The current role table mentions administrator handling support issues but has no separate support role.
What this rests on.
Account and gated-edition needs in the project brief and proposed account roles in the access model. This actor is an operating inference.
Candidate actor; scope, access, and workflow require HOL validation.
What we need to learn.
Current HOL customer-service process, support volume, tools, and who may change entitlements.