From foundational structure to enterprise-grade operational excellence, we build support organizations that scale with confidence and clarity
Starter — Build the Foundation
Best for: Early Series A or post-seed companies building technical support for the first time
Focus
- Establish operational control and ownership
- Define intake, triage, and escalation workflows
- Reduce engineering interruptions
- Build visibility into performance and team responsibilities
- Introduce the right tools for repeatable operations
What’s Included
- Support org assessment and gap analysis
- Help desk selection, deployment, and basic optimization
- Core workflows: intake, triage, escalation
- Role clarity and ownership definition
- Foundational KPI development and reporting
- Knowledge base and self-service foundations
Outcome
A structured, scalable support foundation that protects engineering focus, strengthens customer confidence, and prepares the team for growth.
Scale — Optimize & Grow
Best for: Series A companies experiencing rapid customer or revenue growth
Focus
- Transform support into a predictable, high-performing operation
- Resolve issues faster, more consistently, and at the right level
- Scale workflows and capacity without proportionally increasing headcount
- Embed support as a strategic partner to Product, Engineering, and Customer Success
- Leverage automation and AI to optimize workflows and reduce manual effort
What’s Included
- Advanced CRM optimization and workflow configuration
- Enhanced triage, prioritization, and escalation frameworks
- SLA definition, support KPIs, and operational reporting
- AI-assisted workflows (deflection, routing, agent assist)
- Capacity planning and workload modeling
- Team structure refinement and hiring/on-boarding guidance
- Cross-functional collaboration frameworks and feedback loops
Outcome
A high-performing, scalable support organization that accelerates issue resolution, improves customer experience, and frees engineering to focus on product growth.
Enterprise-Ready — Operational Excellence
Best for: Growth-stage companies supporting enterprise customers or regulated environments
Focus
- Build a resilient, audit-ready support operation for enterprise and regulated environments
- Ensure reliability, accountability, and compliance at every level
- Strengthen executive visibility and governance
- Enable sustainable service excellence across multi-national or distributed teams
- Protect revenue and customer trust as the company scales
What’s Included
- Enterprise-grade CRM configuration and process optimization
- Full SLA management, advanced triage, and escalation oversight
- Executive reporting dashboards and KPI governance
- Compliance, audit readiness, and operational documentation
- On-call, incident management, and enterprise incident protocols
- Coaching and leadership development for support managers and engineers
- Cross-functional alignment for enterprise-level product and service delivery
Outcome
A risk-aware, enterprise-grade support organization that reinforces customer trust, ensures compliance, and safeguards revenue as the company grows.
NOTE:
All engagements are hands-on, and outcome-driven.
I embed with your team to build support operations that scale—without the overhead of a full-time executive.