Your support leader has carried the operation for years. We build the platform, workflows, staffing model, quality program and reporting your team runs on. Then we stay until it works.
Blueprint: two weeks, from $3,500, credited toward the build.
Led by Ty Givens
25 years running support ops at See's Candies, Thrive Causemetics, Intuit
Phone
contacts in two months never reached a person
Reporting
of tickets missing a contact reason
Quality
tickets QA'd per agent each month, graded on tone
Platform
business rules firing on the same trigger
Wait time on the top contact driver. Beauty and DTC brand.
Saved in 3 months from one homepage chatbot. DTC brand.
To clear a 1,000+ daily ticket holiday backlog. Ecommerce brand.
13 verified reviews on Clutch. Read them
Platforms we work in: Zendesk · Gorgias · Intercom · Kustomer plus the voice platform beside them
Who usually calls us
The call usually comes because something is not getting done and nobody can say exactly why. Backlog that will not clear, numbers that do not reconcile, a launch that support was not ready for.
That is almost never a people problem. It is a system that outgrew what it was built for, and the person running it has been holding it together without the tools to fix it properly.
Either way, the Support Leader is part of the engagement, not the subject of it. We assess the system, not the person running it. When it's finished, they're the one holding the plan.
One client's support leader has worked with us for almost four years. We took operations, reporting and help desk admin off their plate, so they could be present with their team and their customers.
They never gave up control. They got their time back.
The situation
A team your size can't justify five specialist salaries, so one leader covers all of it, on top of running the team. It's math, and math is fixable.
Today
One support leader
The operation runs on what one person remembers.
After a build
One documented operating system
Same headcount. The leader runs the system instead of being it.
How we help
Buying the wrong build costs more than finding out first. So every engagement starts with the Blueprint.
Two weeks inside your operation. A scored audit, a 90 day plan, and a price on every fix.
It's built. Nobody owns it week to week. We keep it running, tuned and improving.
See OperateNo senior owner for support. A seat at the table, the roadmap, and exec reporting.
See FractionalAbout Ty
I've run the version of this job your team is running right now. Too many disciplines, not enough hours, and everyone counting on one person to figure it out.
They were easy to talk to, very proactive and responsive, and very knowledgeable in many areas for CX.
Lou Liebau, Technology Operations Director, BidZoo
Verified Clutch review · 5.0 across 13 reviews
FAQ
They run it with us and they keep running it after. We are not an audit of their performance and we do not report on them. They are in every working session, they own the decisions, and when it is finished they are the one holding a documented system they can actually run.
One team covering the disciplines a growing support org needs but cannot staff individually: Platform Configuration, Workflow Design, Workforce Management, Quality Assurance, Reporting, Training and AI. We build the systems, implement them, and stay until they work.
The Blueprint starts at $3,500 and is priced on how many systems are in scope. Build pricing comes out of the Blueprint, against your actual findings, so you never get a number before we know what the work is.
Almost always, yes. Buying the wrong build is more expensive than finding out first, and the fee comes off whatever you build next.
A 12 person team cannot justify four specialist salaries, but still needs the work those specialists would do. You get all of it for a fraction of one hire, and we leave the documentation behind.
About three weeks from yes to a finished Blueprint. Builds run 6 to 16 weeks depending on scope.
Six questions about your setup. Your price range comes back in one business day, in writing.