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Where We’ve Been Featured
We Partner with Builders, Fixers, and Forward-Thinkers
Startups
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Before: No CX foundation, no help desk, customers piling into inboxes.
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After: A fully built help desk, knowledge base, and workflows that scale smoothly from day one.
Scaling Teams
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Before: Tired of reactive chaos, messy ticket queues, long wait times.
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After: Automation, AI deployments, and training programs that slash backlogs, improve speed, and boost satisfaction.
Seasoned CX Operators
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Before: Decades of experience but slowed down by legacy tools, siloed processes, and support still treated as an afterthought.
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After: Future-ready operations with AI, self-service, and smart systems that unlock visibility, influence, and true business impact.
Stop the Firefighting. Start Scaling.
Messy tickets, burned-out agents, and reactive support don’t scale. We assess your org, tools, and workflows to design clear, consistent, and scalable support operations. Whether you’re launching support for the first time or cleaning up inherited chaos, we create structure that drives growth.
Customer Support Results from Scalable CX Operations
2X
Efficiency gains after process + platform optimization
500+
Workflows, automations, and macros built to reduce handle times across CX platforms.
100%
client retention—because our systems deliver long-term results.
5X
Faster resolutions with smart routing + simplified inbox setups
Case Study Snapshots
CX Collective stepped in when Thrive lost their CX manager. We stabilized the team, cut wait times from 10 hours to under a day, and set them up to scale with new training, a BPO partner, and a long-term leader.
Thrive Causemetics
When ILIA needed to bring the in-store experience online, we rebuilt their CX systems. Wait times dropped from 48 hours to 2, efficiency jumped 95%, and their new training program still powers their team today.
Ilia Beauty
For new e-commerce brand MelangeFit, we launched CX from the ground up. With Freshdesk + Shopify integration, self-service, and smart repeat-buy strategies, we deflected hundreds of inquiries and kept support lean and cost-effective.
MelangeFit
What We Do as Your Fractional Support Ops Team
What People are Saying
Thanks to The Workforce Pro, customer support is now better, faster, and more personalized. Response time improved — it went down from 2–3 days to 1–2 days. The team was well-organized and responsive. They delivered promptly and stood out for their committed service and support.
Freddie
The Workforce Pro developed a new help center that reduced the company's tickets by 30%. Automations also lowered their response time by two hours. The partners used Wrike for project management and maintained an intuitive workflow.
Cadogan
The internal team is much happier, and attrition rates are much lower than other firms in the industry. The Workforce Pro demonstrated their care for the project, and their support was vital as procedures and team composition changed. They exceeded all goals and communicated well.
The Detox Market
You’re in Good Company
We’ve Built and Led Support Teams for Brands You Know
With 25+ years in support operations, we’ve built and led CX teams at brands like See’s Candies, Shoedazzle, Thrive Market, and Herbalife. From pre-seed startups to enterprise giants, we’ve seen it all. What we teach isn’t theory—it’s the same systems we’ve built, scaled, and battle-tested under real pressure.
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How quickly can you start?Most projects kick off within 2 weeks of engagement.
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Can you work with our existing team?Yes. We plug in alongside your staff to upgrade processes without disruption.
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Do you offer one-off projects or ongoing support?Both. We can step in for a single project or stay on as your fractional ops team.
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What tools do you specialize in?Zendesk, Intercom, Gorgias, Gladly, and more—we choose what fits your needs.
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Do you work with all help desk platforms?Yes. We specialize in Zendesk, Gorgias, Intercom, and Gladly, but can optimize other systems as well.
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How long does optimization take?Most projects take 4+ weeks, depending on the complexity of your current setup.
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Will you train my team?Absolutely. Training is part of the process so your team can confidently maintain the new workflows.
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What if we don’t have self-service yet?We’ll build it with you—from knowledge bases to AI-powered chat—so your customers get answers without needing to file a ticket.
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How do I know if I need this service?If your team is constantly playing catch-up, onboarding feels like a headache, or your support can’t keep up with growth, you’re ready.
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Do you just make recommendations or help execute?Both. We design the strategy and roll up our sleeves to make it real.
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How long does an engagement usually last?Most scaling strategy projects run 8–12 weeks depending on complexity.
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What if my team is already overwhelmed?That’s exactly why we’re here. We’ll build systems that remove pressure, not add more.
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Can you work with our existing tools and vendors?Yes. We are not a "rip and replace" shop. We optimize your current stack and make recommendations only when necessary.
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Can we continue working with you after launch?Yes. Many clients transition from GTM readiness into ongoing advisory or scale-up support.
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How long does this process take?Typically 4–6 weeks depending on the complexity of your product and tooling needs.
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Do we need to have a CX hire already?No. We can set the foundation before your first hire, or support an early team member with structure and training.
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Which platforms do you support?We specialize in Zendesk, Intercom, Gorgias, and Gladly—but our approach applies anywhere.
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Do I need to commit long-term?Not at all. Many clients stop after the Intentions phase with a roadmap in hand.
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Will this replace my team?No. Automation removes repetitive tasks so your team can focus on what matters most.
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What does working with CX Collective cost?Every business has different needs. Some clients engage us for a one-time CX system build, others for ongoing fractional support operations. Our engagements are flexible, starting at a fraction of the cost of hiring a full-time operations leader. Book a call and we’ll give you a clear plan and pricing before we start.
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How do you work with startups preparing for go-to-market?We partner with early-stage startups to build customer experience operations from the ground up. That includes setting up your first help desk platform, designing a scalable help center/knowledge base, and creating ticket workflows that keep your beta or launch customers supported. By the time you go to market, you’ll have a CX foundation that can handle real demand, provide insights back to your product team, and grow as your customer base scales.
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What industries do you work with?We’ve built and scaled support operations across industries including SaaS, e-commerce, fintech, consumer goods, and health and wellness. From subscription startups preparing for Series A to enterprise teams modernizing their CX with automation and AI, our experience spans B2B and B2C. No matter the industry, our focus is the same: building customer support systems that are scalable, efficient, and tailored to your business goals.
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What is a fractional support operations team?A fractional support operations team is a flexible, part-time CX partner that builds and manages the systems, workflows, and tools your customer support team relies on—without the cost of a full-time operations hire. We handle everything from help desk setup and help center design to automation, reporting, and AI for CX, giving you enterprise-level support operations at a fraction of the investment.
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Do you help with AI in customer support?Yes. We design and implement AI solutions for CX that make support smarter, not harder. That could mean deploying AI-powered chatbots, automating repetitive tasks like routing and tagging, or integrating machine learning to give agents better recommendations. Our approach ensures AI tools actually work for your team and your customers—not against them. Whether you’re exploring AI for customer support for the first time or looking to level up an existing setup, we’ll guide you through strategy, implementation, and adoption.
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Do you only work with startups?No—we support startups, growth-stage companies, and enterprises looking to modernize or scale their CX function.
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How quickly can you get us up and running?Most teams see their support operations stood up in just a few weeks. In some cases, we’ve completed full deployments in as little as 3 days. The exact timeline depends on the size of your team, the systems you use, the documentation you already have, and how quickly decisions can be made. The faster you let us lead, the faster we can deliver.
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How do you help CX teams scale?Scaling support is about more than adding headcount—it’s about building systems that can grow with you. We help CX teams by optimizing help desk setups, ticket routing, automations, and macros, and by designing staffing models and onboarding flows that reduce ramp time. We also standardize workflows and reporting so leaders get clear insights into team performance. The result: a CX org that’s structured, efficient, and ready to scale without burning out your team.