Team Member Roles & Permissions
Overview
Understanding team member roles and permissions is crucial for maintaining security, ensuring proper access control, and enabling your team to work effectively. Each role has specific capabilities and limitations designed to protect your business while empowering your team.
Role Hierarchy
The system uses a hierarchical role structure with four main levels:
Owner Admin (Highest Access) ↓Admin ↓Service Performer ↓Service Supporter (Lowest Access)
Role Descriptions
Owner Admin
Who: Business owner or primary manager with full business control
Key Responsibilities:
Complete business management and oversight
Financial and billing management
Business settings and configuration
Team member management and role assignment
Customer and pet management
Service and resource management
Appointment scheduling and management
Reporting and analytics access
Permissions:
✅ Full System Access - Can access all features and functions
✅ User Management - Can create, edit, and delete all team members
✅ Role Assignment - Can assign any role including Owner Admin
✅ Business Settings - Can modify all business configuration
✅ Financial Access - Can view and manage all financial data
✅ Customer Data - Can access all customer and pet information
✅ Service Management - Can create and modify all services
✅ Resource Management - Can manage all resources and capacity
✅ Appointment Control - Can schedule and manage all appointments
✅ Reporting Access - Can view all reports and analytics
Best Practices:
Limit Owner Admin roles to 1-2 people maximum
Use strong passwords and two-factor authentication
Regularly review access logs and permissions
Document who has Owner Admin access
Admin
Who: Senior staff members or managers with administrative responsibilities
Key Responsibilities:
Team member management (limited)
Customer and pet management
Service and resource management
Appointment scheduling and management
Basic reporting access
Business operations oversight
Permissions:
✅ Team Management - Can create and manage Service Performer/Supporter roles
❌ Role Assignment - Cannot assign Admin or Owner Admin roles
✅ Customer Management - Can view and edit customer/pet information
✅ Service Management - Can create and modify services
✅ Resource Management - Can manage resources and capacity
✅ Appointment Management - Can schedule and manage appointments
✅ Basic Reporting - Can view operational reports
❌ Financial Access - Limited access to financial data
❌ Business Settings - Cannot modify core business settings
Best Practices:
Assign to trusted senior staff members
Regularly review Admin access and permissions
Ensure Admins understand their limitations
Use for day-to-day business operations management
Service Performer
Who: Staff members who provide services directly to customers and pets
Key Responsibilities:
Service delivery and customer interaction
Appointment management for assigned services
Customer and pet care
Basic reporting on their activities
Time and attendance tracking
Permissions:
✅ Service Delivery - Can perform assigned services
✅ Appointment Management - Can view and manage their appointments
✅ Customer Interaction - Can view customer/pet information for their appointments
✅ Time Tracking - Can log time and attendance
✅ Basic Reporting - Can view their own performance reports
❌ Team Management - Cannot manage other team members
❌ Service Creation - Cannot create or modify services
❌ Resource Management - Cannot modify resource settings
❌ Financial Access - No access to financial data
❌ Business Settings - Cannot modify business configuration
Best Practices:
Assign appropriate services based on skills and experience
Provide training on service delivery standards
Regularly review service assignments
Monitor performance and provide feedback
Service Supporter
Who: Staff members who support service delivery and provide customer assistance
Key Responsibilities:
Customer service and support
Appointment assistance and coordination
Basic administrative tasks
Customer communication
Support for service delivery
Permissions:
✅ Customer Support - Can view customer information for support
✅ Appointment Assistance - Can help with appointment coordination
✅ Basic Communication - Can communicate with customers
✅ Support Tasks - Can perform assigned support functions
❌ Service Delivery - Cannot perform services directly
❌ Appointment Management - Limited appointment access
❌ Team Management - Cannot manage other team members
❌ Service Management - Cannot modify services
❌ Resource Management - Cannot modify resources
❌ Financial Access - No access to financial data
Best Practices:
Focus on customer service and support functions
Provide clear guidelines on what they can and cannot do
Regular training on customer service standards
Monitor customer interactions and provide feedback
Permission Matrix
Feature | Owner Admin | Admin | Service Performer | Service Supporter |
User Management | ✅ Full | ✅ Limited | ❌ None | ❌ None |
Role Assignment | ✅ All Roles | ❌ Service Roles Only | ❌ None | ❌ None |
Business Settings | ✅ Full | ❌ Limited | ❌ None | ❌ None |
Financial Data | ✅ Full | ❌ Limited | ❌ None | ❌ None |
Customer Management | ✅ Full | ✅ Full | ✅ Assigned Only | ✅ Support Only |
Service Management | ✅ Full | ✅ Full | ❌ None | ❌ None |
Resource Management | ✅ Full | ✅ Full | ❌ None | ❌ None |
Appointment Management | ✅ Full | ✅ Full | ✅ Assigned Only | ✅ Limited |
Reporting | ✅ Full | ✅ Operational | ✅ Personal | ❌ None |
Role Assignment Guidelines
Who Can Assign Roles
Owner Admin - Can assign any role to any team member
Admin - Can only assign Service Performer and Service Supporter roles
Service Performer - Cannot assign roles
Service Supporter - Cannot assign roles
Role Assignment Best Practices
Start Low, Promote Up
Begin new team members with Service Supporter role
Promote to Service Performer as they gain experience
Promote to Admin only for trusted senior staff
Document Role Changes
Keep records of role assignments and changes
Document reasons for role promotions
Regular review of role assignments
Regular Access Reviews
Quarterly review of all role assignments
Remove access for departed team members
Adjust roles based on changing responsibilities
Security Considerations
Access Control
Principle of Least Privilege
Give team members only the access they need
Regularly review and remove unnecessary access
Use role-based access control effectively
Password Security
Enforce strong password policies
Enable two-factor authentication where possible
Regular password updates
Access Monitoring
Monitor login activity and access patterns
Review access logs regularly
Investigate unusual access patterns
Data Protection
Customer Data Privacy
Limit access to customer information based on role
Train team members on data privacy requirements
Implement data access controls
Financial Data Security
Restrict financial data access to necessary roles
Monitor financial data access
Implement audit trails for financial actions
Common Role Management Scenarios
New Team Member Onboarding
Start with Service Supporter - Give basic access to learn the system
Assign appropriate services - Based on their role and skills
Provide training - On their specific permissions and limitations
Monitor progress - Ensure they understand their access level
Role Promotions
Evaluate readiness - Ensure team member can handle increased responsibility
Update permissions - Adjust access level appropriately
Provide training - On new capabilities and responsibilities
Monitor performance - Ensure successful transition
Team Member Departure
Immediate access removal - Disable login and system access
Data transfer - Transfer any necessary data to remaining team members
Documentation update - Update role assignments and access records
Security review - Ensure no lingering access remains
Troubleshooting Common Issues
Access Denied Errors
Problem: Team member cannot access expected features
Solution:
Check their assigned role
Verify service assignments
Review permission matrix
Contact Admin or Owner Admin for assistance
Unauthorized Access
Problem: Team member has access they shouldn't have
Solution:
Review their role assignment
Check for incorrect role assignment
Remove unnecessary permissions
Report to Owner Admin if needed
Role Assignment Conflicts
Problem: Cannot assign expected role to team member
Solution:
Check your own role level
Verify role assignment permissions
Contact Owner Admin if needed
Review role assignment guidelines
Related Articles
Getting Started with Team Members - Basic team member setup
Capacity & Workload Management - Managing team member capacity
Working Hours & Leave Management - Managing schedules and time off
Service Assignment & Skills - Matching team members to services
Team Member FAQ - Common role and permission questions
Need help? Contact support or click the "Get Help" button in your dashboard to chat with our team.