⚙️ Virginia Sync
Virginia — COO, Support Lead, Operations. Updated: April 19, 2026
🎯 Virginia's 90-Day Mission: Support + FreshDesk. Engineering hiring first-pass reviews. Shield Brian from operational noise. With the team going from ~55 → ~30, Virginia is the operational backbone. Her job: keep the machine running so Brian can focus on Sam.ai.
⚠️ Post-RIF Context: Smaller team = more operational load on fewer people. Virginia needs to own the operational triage — what gets done, what gets deferred, what gets killed. Don't let everything escalate to Brian.
🔥 #1 Priority: Engineering Hiring Pipeline
Engineering app scorecards have been unreviewed for 20+ days. Sam.ai needs A+ engineers. Justin can't build Sam.ai alone. Virginia's job: do first-pass reviews on all engineering candidates and surface the top 3-5 to Brian/Justin for final interviews.
This is THE hiring bottleneck. Every day it sits means Sam.ai launches with less engineering muscle.
❓ How many candidates are in the pipeline? When can Brian see the top 5?
🚀 Active Projects
Day-to-day support operations. Manage the FreshDesk queue. Escalate product bugs to Justin. Escalate billing issues to Windsor. Never escalate routine support to Brian.
Current KB is outdated. Needs complete redo with current product info, Sam.ai prep, and better self-serve resources. This reduces support ticket volume and preps for Sam.ai launch (new users = new questions).
Sam.ai soft launch in May means new support tickets from a new product. Virginia should be thinking about:
• FAQ doc for common Sam.ai questions (Brian/Justin will provide product context)
• Support triage for AI-specific issues (token limits, generation failures, etc.)
• Self-serve resources so support doesn't get overwhelmed at launch
Sam owns, blocked on Justin/Virginia FreshDesk plan. Virginia's piece: coordinate with Justin on what goes in the changelog vs KB vs in-app messaging.
X billing complaint from @TruefulGames (USMC veteran). Brian authorized reply + account investigation. Virginia to resolve.
🛡️ Shield Brian Protocol
What Virginia Handles (So Brian Doesn't)
• All support tickets — zero go to Brian. Ever.
• Stripe fraud alerts, disputes — handled by team, never shown to Brian
• Ramp transactions, missing receipts — team-handled
• PayPal disputes — team-handled
• Calendar/meeting invite notifications — Brian sees his calendar, not email
• Routine ops decisions — make the call, inform Brian after if needed
• Engineering candidate first-pass — filter to top 5 before Brian sees anyone
Only escalate to Brian: Product decisions, strategic hires (final round), customer issues over $10K, legal/compliance.
♟️ Backlog
Push for more reviews. Important for SEO + brand trust. Coordinate with Sam on review request campaigns.
Ensure call openings always available. Monitor sales calendar signups.