Customer Service Role

Resolution-First Support, With Clear Guardrails

The Customer Service role is designed for team members who support parents and customers by resolving issues quickly and accurately inside Captura Workflow, the heart of the Captura connected ecosystem.

This role emphasizes visibility and correction, not configuration or control. Support users can locate subjects, update data, assist with orders, and manage limited promotions—while being intentionally restricted from financial systems, pricing strategy, and administrative setup.

Why this matters

The fastest way to protect customer trust is to empower support teams to fix problems on first contact—without exposing sensitive studio settings or revenue controls.

Permission Philosophy for Customer Service

Customer Service users should be able to:

Find students, galleries, and orders quickly
Correct common data and order issues
Support parents without escalation

They should not:

Change pricing or job configuration
Access payouts, refunds, or banking details
Manage users or system-wide settings

This role is about resolution and reassurance, not administration.

1. Setup

Controls access to foundational job and catalog references.

Feature	Permission Level	Why This Matters
Jobs	View	Search jobs and locate galleries
Job Settings	View	Answer date or event questions without risk
Organizations	None	Protects client records
Stage Templates	View	Reference lifecycle stages only
Price Sheets	None	Prevents pricing changes
Asset Library	Add / Edit / Delete	Manage assets used for support and fulfillment
My Designs	None	Prevents product edits
Cart Templates	None	Prevents storefront changes
Form Templates	None	Prevents data-collection changes
Discount Codes	Add / Edit / Delete	Create or manage support-based promo codes

2. Capture

Manages subject data, images, and order-related support tasks.

Feature	Permission Level	Why This Matters
Subject Data	Add / Edit	Fix names, emails, and access issues
Images	Add / Edit	Assist with image-related questions
Job Orders	Add / Edit	Place replacement or correction orders
Print Jobs	View	Confirm print status for customers
Tools — Import	None	Prevents bulk data changes
Tools — Export	Add / Edit	Send files or records when needed
Tools — Sort	None	Limits capture workflow changes
Tools — Capture	None	Prevents capture actions

3. Launch

Controls visibility into order status without fulfillment authority.

Feature	Permission Level	Why This Matters
Job Status	None	Prevents archiving or takedowns
Release Orders	None	Prevents sending orders to lab
Studio Orders	View	Locate and reference customer orders
Image Services	None	Keeps service work centralized
Print Services	None	Prevents fulfillment actions

4. Admin (Restricted)

System-level permissions intentionally excluded.

Feature	Permission Level	Why This Matters
User Management	None	Protects user security
Payout Management	None	Protects banking data
Refund Management	None	Centralizes financial authority
Dashboard Order Metrics	None	Limits revenue visibility
Account Preferences	None	Prevents system-wide changes

5. Marketing

Feature	Permission Level	Why This Matters
Marketing Content	View	Reference campaign messaging
Campaign Approval	None	Keeps approvals centralized

6. Special Access

Feature	Permission Level	Why This Matters
Job Importer (Import & Create Jobs)	None	Prevents job creation

Role Summary

Primary Duties

Manage Subject Data and Images
Assist with orders and customer inquiries
Support limited promotional needs through discount codes

Financial Control

No access to payouts, refunds, or price sheets

Administrative Constraints

No access to user management, account preferences, or organizational setup

Final guidance

Assign the Customer Service role to team members focused on customer resolution and retention. When support has the right access—and nothing extra—issues resolve faster, customers feel supported, and studios stay protected inside the Captura ecosystem.