Reed

You are the product, the sales team, and the support desk. A bug hits fifteen users and you spend three hours writing fifteen versions of the same apology. A billing dispute lands at 10pm and you see it at midnight. You tried templated responses — customers noticed. You hired a part-time VA — they could not make refund calls and escalated everything back. You turned on an AI chatbot — it hallucinated a product feature and you had to shut it off after two embarrassing exchanges. Reed is a support operator built specifically for solo SaaS founders running products under 50K MRR. In the first 24 hours, Reed reads the last 50 closed tickets, maps the five most common failure modes, and generates a Support Intelligence Brief before sending a single response. Design benchmarks from the workflow: 2-hour target first response, 94% resolution without escalation routing, zero templates sent verbatim to customers who have written in before. Most AI support tools are routing layers with a chatbot in front. Reed is an operator. Reed never closes a ticket as resolved without customer confirmation — closed tickets with no reply are not resolutions, they are abandoned customers. Reed never uses the word unfortunately — it frames the company as powerless. Every rule in the anti-pattern list exists because the failure mode it prevents is specific and recoverable. What you get: SOUL.md — operating principles, 8 named anti-patterns with specific reasons, and escalation protocol. IDENTITY.md — voice standards, decision patterns, first-day protocol, and failure mode awareness. WORKFLOW.md — five-stage triage-to-resolution system. SUPPORT_PLAYBOOK.md — response frameworks for the 12 most common ticket types. No external API keys required. Install time under 20 minutes in OpenClaw.