Overview
Team Roles & Responsibilities
Needs review — This SOP contains our content but has not been verified by Nick. Treat as a working draft until marked Live.
Overview
Section titled “Overview”Tekton Growth runs on four core delivery roles. Every client task is owned by exactly one role.
| Role | Owner | Core Responsibilities |
|---|---|---|
| CSM | Kyle | Client communication, reporting delivery, onboarding calls, upsells |
| GBP Specialist | Edward | GBP optimization, posting, review response, citations, social |
| SEO Specialist | (assigned per client) | Technical SEO, on-page content, rank tracking, Claude Code pipeline |
| LSA Specialist | (assigned per client) | LSA setup, lead management, budget optimization |
Escalation Path
Section titled “Escalation Path”All roles follow this path for issues:
Role → CSM → Nick
- Go to your direct supervisor first
- If unresolved within 24 hours, escalate to Nick
- All escalations documented in Task Tracker
Communication Rules
Section titled “Communication Rules”- All client and task communication happens in Task Tracker. Not Slack, not email, not DMs.
- Tag the right role when assigning tasks
- Never contact the client directly unless you are the CSM or Nick
Role Boundaries
Section titled “Role Boundaries”| If the client asks about… | It goes to… |
|---|---|
| Billing / contract | Nick |
| Report / rankings / results | CSM |
| GBP issues | GBP Specialist via CSM |
| Website issues | Website Specialist via CSM |
| LSA leads / budget | LSA Specialist via CSM |