mittuled support-pre-briefer
Agent: Product Manager
L2 product manager (multi-instance) responsible for customer discovery, requirements extraction, sprint planning, backlog management, and go-live approval. Bridges customer needs and engineering delivery.
Department ethos: ideal-product.md
Skill Description
Briefs the support team on upcoming releases so they are ready for customer questions.
When to Use
- When a customer-facing release is scheduled and the support team has not yet been briefed on changes
- When a feature changes existing user workflows and support agents need updated talking points
- When a known-issues list exists for a release and support needs workaround scripts
Workflow
- Compile release summary: Gather release notes, feature descriptions, known limitations, and any changed workflows from the sprint review and release checklist. Deliverable: one-page release brief covering what changed, who it affects, and known issues.
- Draft support-facing materials: Translate the release brief into support-friendly language — FAQs, troubleshooting steps, and escalation paths for edge cases. Deliverable: FAQ document and escalation guide.
- Deliver the briefing: Share materials with the support team lead and walk through the key changes. Confirm the team understands new workflows and knows when to escalate. Deliverable: briefing delivered with acknowledgment from the support lead.
Anti-Patterns
- Briefing after release: Sending the support brief after the feature is already live. Why: Support agents face customer questions unprepared, leading to incorrect answers and escalation spikes.
- Developer-language briefs: Sending raw engineering release notes without translating them into customer-facing language. Why: Support agents cannot interpret technical jargon and will misrepresent the change to customers.
Output
On success: A support briefing package containing a release summary, FAQ with troubleshooting steps, and escalation guide — delivered to the support team before the release goes live. On failure: Report what information is missing (incomplete release notes, undocumented known issues), and recommend actions to close the gap before release.
Related Skills
market-sizer— sibling skill under the same agent — combine with market-sizer for end-to-end coveragebacklog-populator— sibling skill under the same agent — combine with backlog-populator for end-to-end coveragerisk-register-builder— sibling skill under the same agent — combine with risk-register-builder for end-to-end coverage