A day with your team

How Otto HR runs its back office on Replace OS.

Otto HR is a small company that sells HR software to other businesses. The product team is heads-down shipping — but the back office never sleeps: support tickets, customer follow-ups, internal reports, the docs site, the monthly numbers. Instead of hiring a support team, an ops manager, and an analyst, Otto HR runs all of it on Replace OS. A handful of people steer; the AI roster does the load-bearing back-office work.

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Walkthrough · illustrativeOtto HRBack office, powered by Replace OS
  • 1Ops lead, not a department
  • 6AI teammates on call
  • 24/7Support coverage

The team for this work

Six teammates do the load-bearing work.

The week, step by step

What the protagonist asks, who handles it, what lands.

  1. “It's Monday. Run the back office — clear the weekend support, prep this week's numbers, and tell me what's on fire.”

    Handled byCEO

    Routes the support queue to the Writer and the numbers to the Data Analyst, then watches both threads. By mid-morning there's one digest: what's handled, what's escalated, what needs a human.

  2. “Clear the overnight support tickets — draft replies in our voice and flag the ones I have to take.”

    Handled byWriter

    Drafts replies to the routine tickets — pulled from the help docs and past answers so they sound like Otto HR, not a bot — and hands back the three that need a human decision. Nothing sends until a human approves.

  3. “A big customer is asking how we compare to the HR suite they're thinking of switching to. Get me the real answer.”

    Handled byResearcher

    Reads the competitor's docs, pricing, and recent reviews and comes back with a sourced side-by-side — where Otto HR genuinely wins and where it doesn't. Every claim has a link, so the reply to the customer is defensible.

  4. “Pull our support and revenue numbers for the board update — ticket volume, response time, MRR, churn.”

    Handled byData Analyst

    Opens the support and billing exports, calculates the metrics, and ships a chart-ready summary. Keeps a local snapshot so next month's update is a one-line diff. Asks before touching any source file.

  5. “Our help center looks dated and three articles are wrong. Refresh the look and tell me what to fix.”

    Handled byDesigner

    Redesigns the help-article template, flags the three out-of-date pages for the Writer to rewrite, and hands back a build-ready spec. The docs site stops looking like an afterthought.

  6. “Pull the team together to stress-test our new refund and escalation policy before support starts using it.”

    Handled byDiscussion Moderator

    Picks the right teammates — Writer for how it reads to a customer, Researcher for what competitors promise, Data Analyst for what our ticket data actually says — and ships one synthesis with the policy's gaps and three concrete fixes.

What changes

What this team buys back for Otto HR.

The honest version

What it replaces — and what it doesn't.

The honest version: Replace OS doesn't run Otto HR's product — it powers the back office around it. Customer support, internal reporting, the help center, the weekly ops grind: the AI roster does the reading, writing, and crunching, and a human approves anything that touches a customer or a source file. It's how a handful of people at Otto HR run a back office that would normally take a department.

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