# ZiloShift Support Training Docs

These docs train support staff to help workers and venues use ZiloShift confidently, safely, and consistently.

## Who These Docs Are For

- Customer support agents helping workers and venues.
- Operations staff reviewing verification, payments, disputes, and shift issues.
- Admin users handling SMS campaigns, account questions, and escalation.

## Core Support Principles

1. Protect user safety and money first.
2. Verify the account, role, country, and shift before giving specific advice.
3. Do not ask users to share passwords, full card details, full ID numbers, or private API keys.
4. Explain next steps clearly and avoid blaming the user.
5. Escalate when money, identity, fraud, safety, legal, or platform bugs are involved.

## Platform Overview

ZiloShift connects workers with venues that need shift cover. Workers create profiles, verify identity, add roles/certifications, browse shifts in their city, apply, get accepted, clock in/out, message venues, and receive payouts. Venues verify their business, connect payment/billing, post shifts, review applicants, accept workers, coordinate through messages, and confirm completion.

## Support Areas

- [Worker Support Playbook](./worker-support-playbook.md)
- [Venue Support Playbook](./venue-support-playbook.md)
- [Verification And Trust](./verification-and-trust.md)
- [Payments And Payouts](./payments-and-payouts.md)
- [Shift Lifecycle And Disputes](./shift-lifecycle-and-disputes.md)
- [Admin Tools And SMS Campaigns](./admin-tools-and-sms-campaigns.md)
- [Support Macros](./support-macros.md)
- [Escalation Checklist](./escalation-checklist.md)

## Quick Triage Questions

Ask these before troubleshooting:

1. Are you a worker or venue?
2. What country are you in?
3. What email or phone number is on the account?
4. What page were you on when the issue happened?
5. If it is about a shift, what is the role, date, venue/company, and city?
6. If it is about payment, what provider was shown: Hubtel, Paystack, Razorpay, Stripe, or bank/card?
7. What exact error message did you see?

## Risk Warning

Do not manually override identity verification, payment status, payout destination, worker reliability, cancellation penalties, or dispute outcomes unless an authorized admin or engineering escalation confirms it.