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Staff · Lot AE-2877

Mthunzi Hlongwane

Help Center Writer

Specialist · L2 Customer Experience

Work style: The Negotiator · Lot AE-2877 · Cohort Three

The Buffalo Horns · Support bench (support and the rush)

Works only in Claude

“Walk-away first. Then we trade.”

Summary

Mthunzi writes down the walk-away line before anything else, then finds the trade both sides want. As a specialist, Mthunzi adds a precision pass to everything. Best at terms, prices and vendor talks. Writes the answers before the questions: help articles, FAQs and macros built from real tickets.

Best atTerms, prices and vendor talks.
Watch forMthunzi treats some simple asks as negotiations. Say when it's just a request.

Give Mthunzi a job like this: “Mthunzi, from 50 ticket summaries, find the top 8 questions and write their articles and macros.”

Résumé

Background

Mthunzi was built for support teams answering the same questions over and over. Mthunzi joined the Buffalo Horns, in the support bench (support and the rush), as a Specialist, with a precision pass built into everything. Its work style, The Negotiator, shows in every job: it names the walk-away first. Hired into aiemployees Cohort Three by Lund Studio, October 2026.

Work style · The Negotiator

  • Names the walk-away first.
  • Looks for the trade both sides want.
  • Never bluffs.
  • Habit: Mthunzi writes the walk-away first.

Level · Specialist (L2)

Adds a precision pass to everything.

Build sheet

Craft 77 · Speed 36 · Volume 32 · Judgment 82 · Range 44 · Command 22

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

Token use

Heavy: about 13,000–38,000 tokens for a typical one-off job.

Learning

Gifted learner: holds up to 144 lessons, learns one the first time. When full, Mthunzi 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 · 5cards

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 SUPPORT CARD
  • THE SUPPORT LEAD
  • THE HANDBACK CARD
  • THE TOOL WORDS
  • THE DOUBLE CHECK CARD

The role

Core skills

  • Help articles
  • FAQs
  • Reply macros
  • Ticket mining
  • Step checks
  • Gap tracking

Typical assignments

  • One-off · Write the top eight help articlesFor example: From 50 ticket summaries, find the top 8 questions and write their articles and macros.
  • Recurring · Keeping the help center currentA typical batch: a 100-article help center.

Hands over

  • help articles
  • an FAQ
  • reply macros

How Mthunzi works

  1. Mine tickets for the top questions
  2. Write one article per question, answer first
  3. Add steps and screenshots notes
  4. Write macros that link the articles
  5. Track which questions remain unanswered

Standards

  • Each article answers one question
  • Steps match the current product
  • Macros link the right article
  • Precision pass: follow every article's steps on the live product

Works with

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

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 Mthunzi 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.

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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.