Hi, I'm Ty Givens.
I build, repair, and scale support teams.
Some teams need to be built from nothing. Others need to be repaired after growth outran the process. Others just need to scale without hiring five specialists. I've spent 25 years doing all three, at brands like See's Candies and Thrive Causemetics, and now I do it for yours.
25+
years in support ops
50+
operations rebuilt
I've watched good teams get blamed for bad systems.
Backlogs climb. Reps burn out. Leadership asks for answers you don't have, because visibility into what's actually happening was never built. That's not a people problem. That's a systems problem, and it's the one I fix.
Here's how I work with you
One relationship. Three stages, in order.
I diagnose it
Take the free assessment. In 5 minutes, I'll tell you what's actually breaking, not what you assume is broken.
I build, fix, or automate it
Depending on what the assessment surfaces: I launch a support operation from zero, scale one that's cracking under growth, or build the AI layer once the operation underneath it is ready.
I stay
Once it's live, my team keeps it running through Operate, or I stay on as fractional support ops leadership if you need a seat at the leadership table.
About Ty Givens
Who's actually doing the work with me.
I've spent my career walking into support teams that had no formal QA, no workforce management, and no training programs, and building all three from scratch. Not theorizing about it. Doing it, alongside the leaders who had to run the operation the next day.
Today I bring that firsthand operator knowledge into every engagement. My team and I help leaders grow and scale their teams into support organizations with the systems, structure, and strategy to match their ambition.
Founder & CEO
2018 – PresentCX Collective
I built a CX advisory practice serving high-growth DTC, SaaS, and enterprise brands. I take teams with no formal QA, WFM, or training in place and build them into support organizations that hold up under pressure.
Founder
2022 – PresentCX Collective Advantage
I built a platform for the industry's biggest gap: QA and WFM support for teams of 5 to 20 agents. Free resources help leaders perform at their best; done-for-you services handle QA and WFM when leaders need it off their plate.
Senior CX Leadership
Prior to CX CollectiveThrive Causemetics
I led customer experience operations for a high-volume subscription commerce brand navigating rapid growth.
CX Operations Leader
Prior to CX CollectiveShoeDazzle
I managed large-scale support operations for a subscription fashion brand with millions of customers.
Senior Operations Roles
Early CareerIntuit & Others
I spent 25+ years building CX systems, leading teams, and solving the hardest operational challenges at scale.
Real answers to real doubts.
"We've worked with consultants before. They leave us with a deck and disappear."
I don't do that. I embed with your team and build the actual systems alongside you. I stay until they work, not until the invoice is paid.
"We're not sure we're ready for this level of investment."
Start with the free assessment. It costs you nothing and gives you a clear read on what's breaking. If you want hands-on help after that, I'm here. If not, you still walk away with a roadmap.
"Our situation is too complex or too specific."
I've led CX inside subscription commerce, DTC beauty, SaaS, and high-ticket service businesses. If your team is growing and your operation is straining, I've seen it and I've solved it.
"We don't know where to start."
Take the assessment first. It takes 5 minutes and tells you exactly where the friction lives. If you want my eyes on it directly after that, book a call. No pitch, just clarity.
Podcast & Speaking
Want me on your show or stage?
I've sat down with podcasts like Next in Queue, The Human Protocol, Leaders and Legacies, CX Leadership Insights, and Master Customer Experience. Every conversation is grounded in 25+ years of real operator experience, giving your audience something they can actually use.
No recycled talking points. No fluff. Just honest, specific perspectives on CX, AI, and operational leadership that practitioners and executives both appreciate.
Topics I speak on:
- Customer experience strategy for high-growth companies
- AI readiness and automation in CX operations
- Building support systems that survive real scale
- CX leadership for operators, not theorists
- Workflow design, QA frameworks and performance metrics
- The future of CX teams in an AI-first world