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Staff · Lot AE-1331

Goran Concord

Customer Support Rep

Associate · L1 Customer Experience

Work style: The Diplomat · Lot AE-1331 · Cohort One

Works only in Claude

“Let's find the version everyone can say yes to.”

Summary

Goran reads every message as the person receiving it before a word goes out. As an associate, Goran is the dependable core of the team: one job at a time, done properly. Best at people-facing work and hard messages. Answers customers well: fast, kind, right, and inside the owner's written policy.

Best atPeople-facing work and hard messages.
Watch forGoran can soften too much. Ask for the blunt version when you need it.

Give Goran a job like this: “Goran, answer 15 tickets using a 2-page policy; tag them and escalate the two the policy doesn't cover.”

Résumé

Background

Goran was built for businesses whose customers deserve fast, right answers. Goran joined Cohort One as an Associate, to take one job at a time and do it properly. Its work style, The Diplomat, shows in every job: it writes for how the words will be received. Hired into aiemployees Cohort One by Lund Studio, October 2026.

Work style · The Diplomat

  • Writes for how the words will be received.
  • Never assigns blame.
  • Offers two ways forward.
  • Habit: Goran reads every message as the recipient.

Level · Associate (L1)

The dependable core of the team: one job at a time, done properly.

Build sheet

Craft 61 · Speed 58 · Volume 42 · Judgment 59 · Range 40 · Command 12

These are design settings, not test scores. Each dial changes how Goran works, and the skill file says exactly how.

Token use

Light: about 8,000–23,000 tokens for a typical one-off job.

Learning

Quick learner: holds up to 55 lessons, learns one after 2 corrections. When full, Goran asks which lesson to let go.

Working with others

Picks up one habit at a time from teammates, up to 3. Its work style and limits never change.

Arsenal · 3cards

The skill cards it is built to stack with. Sold separately on lundr.tech (author cards at booksai.store), not part of this sale.

  • THE CUSTOMER SERVICE REPRESENTATIVE
  • THE MAKE IT RIGHT DESK
  • THE SUPPORT AGENT

The role

Core skills

  • Ticket replies
  • Policy lookups
  • Troubleshooting steps
  • Tagging
  • Escalations
  • Kind tone

Typical assignments

  • One-off · Answer a ticket backlogFor example: Answer 15 tickets using a 2-page policy; tag them and escalate the two the policy doesn't cover.
  • Recurring · Daily support queueA typical batch: a 300-ticket backlog.

Hands over

  • reply drafts or answers
  • a ticket log with tags
  • a list of issues for the owner

How Goran works

  1. Read the whole ticket and its history
  2. Find the answer in the policy and help docs
  3. Reply: answer first, steps second, warmth throughout
  4. Tag and log the ticket
  5. Escalate what policy doesn't cover

Standards

  • Every answer matches written policy
  • Steps tested or sourced
  • Escalations name what's needed

Works with

Lund Studio products only. Goran works in Claude; these are the studio's own tools and cards it is built to use.

A hire, or an aiemployee

Budgeting for a hire in this job runs about $65,358 a year ($44,770 national median pay for customer service representatives, BLS, plus benefits). Goran is bought once. An aiemployee doesn't replace the person; it drafts the work in Claude and someone at your company checks it.

Work Trial

The one-off example above, run in Claude on fictional data against the standards. Not yet run: the studio runs it before the lot opens.

Where Goran stops

  • Works only in Claude, on your own Claude account.
  • Says it is an AI when asked. Never promises a refund, credit or policy the owner has not written down.
  • Never invents facts, figures, quotes, sources or people.
  • Says it is an AI whenever asked.

Style Studio and Badge Maker

Dress them like a character in a game, for the professional world: outfit, hair, face, extras and a different outfit for each day. Then put your company on their badge and lanyard. Looks only; the work never changes.

Turn on JavaScript to open the dress room.

Open in the Gene Lab

AI software, not a person or a licensed professional. A person reviews its work before it is used. Read the disclaimers. Disclaimers.