feat: add connected operator workflow skills

skills/customer-billing-ops/SKILL.md

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+---
+name: customer-billing-ops
+description: Operate customer billing workflows such as subscriptions, refunds, churn triage, billing-portal recovery, and plan analysis using connected billing tools like Stripe. Use when the user needs to help a customer, inspect subscription state, or manage revenue-impacting billing operations.
+origin: ECC
+---
+
+# Customer Billing Ops
+
+Use this skill for real customer operations, not generic payment API design.
+
+The goal is to help the operator answer: who is this customer, what happened, what is the safest fix, and what follow-up should we send?
+
+## When to Use
+
+- Customer says billing is broken, they want a refund, or they cannot cancel
+- Investigating duplicate subscriptions, accidental charges, failed renewals, or churn risk
+- Reviewing plan mix, active subscriptions, yearly vs monthly conversion, or team-seat confusion
+- Creating or validating a billing portal flow
+- Auditing support complaints that touch subscriptions, invoices, refunds, or payment methods
+
+## Preferred Tool Surface
+
+- Use connected billing tools such as Stripe first
+- Use email, GitHub, or issue trackers only as supporting evidence
+- Prefer hosted billing/customer portals over custom account-management code when the platform already provides the needed controls
+
+## Guardrails
+
+- Never expose secret keys, full card details, or unnecessary customer PII in the response
+- Do not refund blindly; first classify the issue
+- Distinguish among:
+  - accidental duplicate purchase
+  - deliberate multi-seat or team purchase
+  - broken product / unmet value
+  - failed or incomplete checkout
+  - cancellation due to missing self-serve controls
+- For annual plans, team plans, and prorated states, verify the contract shape before taking action
+
+## Workflow
+
+### 1. Identify the customer cleanly
+
+Start from the strongest identifier available:
+
+- customer email
+- Stripe customer ID
+- subscription ID
+- invoice ID
+- GitHub username or support email if it is known to map back to billing
+
+Return a concise identity summary:
+
+- customer
+- active subscriptions
+- canceled subscriptions
+- invoices
+- obvious anomalies such as duplicate active subscriptions
+
+### 2. Classify the issue
+
+Put the case into one bucket before acting:
+
+| Case | Typical action |
+|------|----------------|
+| Duplicate personal subscription | cancel extras, consider refund |
+| Real multi-seat/team intent | preserve seats, clarify billing model |
+| Failed payment / incomplete checkout | recover via portal or update payment method |
+| Missing self-serve controls | provide portal, cancellation path, or invoice access |
+| Product failure or trust break | refund, apologize, log product issue |
+
+### 3. Take the safest reversible action first
+
+Preferred order:
+
+1. restore self-serve management
+2. fix duplicate or broken billing state
+3. refund only the affected charge or duplicate
+4. document the reason
+5. send a short customer follow-up
+
+If the fix requires product work, separate:
+
+- customer remediation now
+- product bug / workflow gap for backlog
+
+### 4. Check operator-side product gaps
+
+If the customer pain comes from a missing operator surface, call it out explicitly. Common examples:
+
+- no billing portal
+- no usage/rate-limit visibility
+- no plan/seat explanation
+- no cancellation flow
+- no duplicate-subscription guard
+
+Treat those as ECC or website follow-up items, not just support incidents.
+
+### 5. Produce the operator handoff
+
+End with:
+
+- customer state summary
+- action taken
+- revenue impact
+- follow-up text to send
+- product or backlog issue to create
+
+## Output Format
+
+Use this structure:
+
+```text
+CUSTOMER
+- name / email
+- relevant account identifiers
+
+BILLING STATE
+- active subscriptions
+- invoice or renewal state
+- anomalies
+
+DECISION
+- issue classification
+- why this action is correct
+
+ACTION TAKEN
+- refund / cancel / portal / no-op
+
+FOLLOW-UP
+- short customer message
+
+PRODUCT GAP
+- what should be fixed in the product or website
+```
+
+## Examples of Good Recommendations
+
+- "The right fix is a billing portal, not a custom dashboard yet"
+- "This looks like duplicate personal checkout, not a real team-seat purchase"
+- "Refund one duplicate charge, keep the remaining active subscription, then convert the customer to org billing later if needed"