1. Purpose

The purpose of the #payments-onboarding-help Slack channel is to expand cross-functional communication between our XBU and SBU Implementation and Onboarding teams. This channel serves as a live resource to support customers during onboarding who have questions or require assistance with their payments application.

2. Scope

This SOP applies to the Payments Onboarding team, with specific responsibility assigned to the Application and Hardware team. The channel enables Implementation Specialists (e.g., CSMs or Onboarding reps) to collaborate with the Application team in real time to support customers through critical steps in the Payments onboarding journey.

3. Definitions

• XBU/SBU – Specific Business Unit
• CSM – Customer Success Manager
• Warm Transfer – Transferring a customer with proper handoff and context, not leaving them to start over.

4. Roles and Responsibilities

• Application & Hardware Team
  • Monitor the #payments-onboarding-help Slack channel during business hours.
  • Respond to requests from Onboarding/Implementation teams in a timely and clear manner.
  • Pick up unclaimed or delayed Slack mentions if the originally tagged rep is unavailable.
  • Coordinate warm transfers when feasible; otherwise, escalate to the Application phone line.
• Implementation / Onboarding Teams (XBU/SBU)
  • Tag the appropriate Application team member following the designated workflow.
  • Include customer context and relevant details for efficient support.
  • Call the Application line directly if no Slack response is received within a reasonable timeframe.

5. Procedure

1. Monitoring the Channel
   • The Application and Hardware team must maintain visibility on the #payments-onboarding-help channel throughout the workday.
2. Responding to Mentions
   • When mentioned in the channel using the designated workflow, respond directly to the thread with next steps or clarification.
     • Workflow:
       • Business Name:
       • Application Specialist: @mention
       • Payments Case:
       • Description:
   • If you are tagged but unavailable, another member of the team must monitor and pick up the thread to avoid delays.
3. No Response Fallback
   • If no response is received within 2 minutes , the Implementation team should escalate by calling the Application Line directly.
   • The goal is to enable warm transfers whenever possible, minimizing customer wait time and ensuring continuity in the onboarding experience.