add domain verification when ownership is lost

Author: James Komara

contents/handbook/engineering/operations/support-hero.md

@@ -264,12 +264,14 @@ It's fine to politely direct users to the docs for [self-serve open-source suppo
 
 ## How should I handle organization ownership transfers?
 
-In case a user requests for organization permissions to be altered (e.g. the admin left the company) follow these steps:
+In case a user requests for organization permissions to be altered (e.g. the only member with owner memebership left the company) follow these steps:
 
-1. Ask them to get the current owner to log in and transfer the ownership.
-2. If they have access to the current owner’s email, ask them do a password reset and then login as the owner and perform the action themselves.
+1. Ask them to get the current owner to log in and update ownership.
+2. If the owner left and they can get access to the current owner’s email, ask them do a password reset and then login as the owner and perform the action themselves.
 3. If not, we should email the account owner’s email to see if we get a bounce back. Also check how long it is since they logged in.
-4. If they’re on a paid plan we might need to switch the contact on Stripe.
+4. While checking the email, we should have the person requesting access verify their domain ownership by providing a TXT record example for posthog verification.
+5. Once verified, membership can be updated for the request. 
+6. Note, if they’re on a paid plan we might also need to switch the contact on Stripe via a separate request to billing @posthog.com
 
 ## How should I handle 2FA removal?