Your supervisor is trained. Then they are backed.
The supervisor is the one human role on this desk, so the training aims squarely at them — and the support behind them is named, not a shared inbox.
What your supervisor learns.
- The board — all six module groups, the / search, roles and permissions
- The operator — fare structure, cancellation policy, city geography, adjustment ceilings
- The crew — each role, its class, pause and run, reading the last-run state
- Human Review — what each draft is asking, how to approve, edit or overrule
- The safety call-out — a drilled procedure, practised out of hours before go-live
- The hard limits — what the crew refuses and what to do when it refuses
- The month cycle — scorecard, statement, FX basis, reconciliation
Delivered as a written handbook plus live sessions during phase 3, then practised against real output through the shadow shift. Your supervisor works the lane for three days, and takes at least one out-of-hours safety handover for real, before anything they release reaches a rider.
Five levels, named.
| Level | Who | Handles | Response expectation |
|---|---|---|---|
| L0 | Your out-of-hours rota | Every safety handover, at any hour | Under 60 seconds |
| L1 | Your supervisor | The review lane; routine exceptions; fare releases under the ceiling | Same working day |
| L2 | Akontec delivery manager | Rule conflicts, crew behaviour, SLA risk, allocation questions | Within 4 working hours |
| L3 | Akontec account manager | Operator-side issues, scope disputes, commercial questions | Within 1 working day |
| L4–L5 | Function head → Director | Repeated breaches, quality remediation, continuity, contractual matters | Within 2 working days |
First 90 days
Named delivery manager, weekly review call, rule tuning on request, and direct escalation without a ticket queue in between.
Ongoing
Platform and guardrail maintenance, operator rule updates pushed to your crew and re-benched, weekly QC sampling, monthly scorecard, board updates as they ship.
Continuity
Desk backed up daily with a defined restore target. On a platform-side incident, Akontec targets resumption within 24 hours and reports the cause in writing. Safety escalation has a documented fallback path that does not depend on the board being up.
Ask what happens at four in the morning.
It is the right question, and the answer is a drilled procedure with a named person on it — not a promise about response times.