[bisq-network/roles] Support Team Lead (#102)

[Chris Beams]

@leo816 wrote:
> I would like to formally apply for this role.

Thanks, Leo. All, I think the process of handing this role off should include defining it more clearly. When we created this role, I took it on and started several initiatives to improve support. These [included](https://github.com/orgs/bisq-network/projects/3?fullscreen=true&card_filter_query=label%3A%22to%3Aimprove+support%22):

* [Establish critical bugs board and process](https://github.com/bisq-network/projects/issues/16) (delivered)
* [Establish support knowledge base](https://github.com/bisq-network/projects/issues/6) (superseded by 'Roll out the Bisq wiki', see below)
* [Roll out the Bisq Wiki](https://github.com/bisq-network/projects/issues/6) (stalled)
* [Establish support team scheduling and escalation process](https://github.com/bisq-network/projects/issues/4) (delivered)
* [Establish support case tracking process](https://github.com/bisq-network/projects/issues/5) (aborted)

I've just updated and in some cases closed each of those projects to reflect their current state. The one outstanding project is rolling out the Bisq wiki. Would the new support team lead take over and own this project? What other regular duties would the support team lead carry out?

Note that outside of the owning the projects mentioned above, the only duty I've been carrying out as the Support Team Lead is reviewing support team members' compensation requests. Nominally, I've been responsible for the support budget as well, but outside of compensation request reviews, the only budget-related action I've taken there is approving the recent proposal to normalize mediator and support agent compensation rates.

Note also that the Donation Address Holder (burning man) and Arbitrator (refund agent) roles fall under the Support Team, so the support team lead needs to be on point for making sure things are going well with these critical roles, checking the accounting for their reports, etc.

I'd like to hear from members of the @bisq-network/support team what they would want to see from a team lead going forward. I have spent very little time on the role outside of the projects and duties mentioned above, and I wouldn't want to hand the role off in its current state assuming that it's the way things should be.

And I'd like to open up the candidacy for this role to anyone who thinks they would be a good fit for it. It's true that Leo and I have talked about him owning the role a number of times, but it's actually not a decision that I want to make on my own; if you're interested in owning this role, please speak up and make a case why you'd be a good fit, what you'd want to get done, how you'd expect to be compensated, etc.

The best way to do this would be to create a proposal issue titled "@yourusername to assume Support Team Lead role" and to include in the description of that issue why you're a good fit, etc. We can then vote on any such issues in the next cycle.

In any case, the first task for whoever owns the role should be to update the Support Team Lead wiki documentation to reflect what owning the role will look like going forward.

-- 
You are receiving this because you are subscribed to this thread.
Reply to this email directly or view it on GitHub:
https://github.com/bisq-network/roles/issues/102#issuecomment-640471913
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bisq.network/pipermail/bisq-github/attachments/20200608/16d43720/attachment.html>