Systems that turn customer feedback into your advantage.

I help SaaS companies streamline support, leverage customer insights, and build systems that last, so your team can focus on growth, not firefighting

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Three Pillars of Insightful Support

I partner with SaaS leaders to transform support from a cost center into a strategic asset. By focusing on these three pillars, we build a system that delivers a world-class customer experience while providing the business with the data it needs to scale.

Bright minimal office with a person rushing to the desk

The Tagging Foundation

The quality of your insights is only as good as the quality of your data. I build the infrastructure needed to capture every customer signal with precision.

Strategic Taxonomy Design

I design a multi-tiered tagging framework that allows you to slice data by product friction, customer sentiment, and effort.

Strategic Taxonomy Design

I design a multi-tiered tagging framework that allows you to slice data by product friction, customer sentiment, and effort.

Tagging/ Categorization Strategy

I design a multi-tiered tagging framework that allows you to slice data by product friction, customer sentiment, and effort.

Tool Optimization & Integration

Whether you’re on Help Scout or Zendesk, I ensure your tech stack is configured to capture data automatically where possible, reducing agent manual work while increasing reporting accuracy.

Tool Optimization & Integration

Whether you’re on Help Scout or Zendesk, I ensure your tech stack is configured to capture data automatically where possible, reducing agent manual work while increasing reporting accuracy.

Tool Optimization & Integration

Whether you’re on Help Scout or Zendesk, I ensure your tech stack is configured to capture data automatically where possible, reducing agent manual work while increasing reporting accuracy.

The Tag Playbook

Clear, visual documentation and SOPs so your team knows exactly how to categorize every conversation, ensuring your "Voice of the Customer" reports stay clean and reliable.

The Tag Playbook

Clear, visual documentation and SOPs so your team knows exactly how to categorize every conversation, ensuring your "Voice of the Customer" reports stay clean and reliable.

The Tag Playbook

Clear, visual documentation and SOPs so your team knows exactly how to categorize every conversation, ensuring your "Voice of the Customer" reports stay clean and reliable.

Data Integrity

Deep-dive "health checks" on your existing ticket history to identify gaps, mislabeled trends, and "noisy" tags that are currently clouding your product roadmap.

Data Integrity

Deep-dive "health checks" on your existing ticket history to identify gaps, mislabeled trends, and "noisy" tags that are currently clouding your product roadmap.

Data Integrity

Deep-dive "health checks" on your existing ticket history to identify gaps, mislabeled trends, and "noisy" tags that are currently clouding your product roadmap.

Insights & Strategy

Closing the loop between Support and Product. I turn raw ticket data into clear narratives that drive your product roadmap and reduce customer churn.

Voice of Customer Program

A systematic way to highlight patterns and revenue-impacting opportunities.

Voice of Customer Program

A systematic way to highlight patterns and revenue-impacting opportunities.

Voice of Customer Program

A systematic way to highlight patterns and revenue-impacting opportunities.

Data Storytelling

Transforming raw metrics into executive-level reports that inspire action.

Data Storytelling

Transforming raw metrics into executive-level reports that inspire action.

Data Storytelling

Transforming raw metrics into executive-level reports that inspire action.

Product Liaison Framework

Building a reliable loop between support and product so insights don’t get lost.

Product Liaison Framework

Building a reliable loop between support and product so insights don’t get lost.

Product Liaison Framework

Building a reliable loop between support and product so insights don’t get lost.

Knowledge That Scales

Empowering your customers and your team. I build scalable knowledge systems that reduce ticket volume and increase team confidence.

Help Center Optimization

Reorganizing self-service content so customers find answers without needing a ticket.

Help Center Optimization

Reorganizing self-service content so customers find answers without needing a ticket.

Help Center Optimization

Reorganizing self-service content so customers find answers without needing a ticket.

Internal Knowledge Base

Designing a "source of truth" where your team can access critical information instantly.

Internal Knowledge Base

Designing a "source of truth" where your team can access critical information instantly.

Internal Knowledge Base

Designing a "source of truth" where your team can access critical information instantly.

AI Readiness

Preparing your documentation to be high-quality fuel for AI chatbots and search tools.

AI Readiness

Preparing your documentation to be high-quality fuel for AI chatbots and search tools.

AI Readiness

Preparing your documentation to be high-quality fuel for AI chatbots and search tools.

Why Work With Me?

First and foremost, I love working in support and this allows me to make sure your team and customers feel supported. By embedding myself in your team, I'm not just delivering recommendations, I want to make changes stick.

Fast-Tracked Results: From initial audit to actionable roadmap in as little as 2 weeks.
Built-in Scalability: My recommendations grow with your team.
Carefully Tailored: I work with front-line agents to create solutions for your team.
Results-Driven Approach: Every service is designed to help you grow faster.

My Process

01

Strategy Session & Scope

We’ll connect to pinpoint your biggest operational bottlenecks and align on your business goals. From there, I’ll draft a customized roadmap designed to deliver quick wins and long-term clarity.

01

Strategy Session & Scope

We’ll connect to pinpoint your biggest operational bottlenecks and align on your business goals. From there, I’ll draft a customized roadmap designed to deliver quick wins and long-term clarity.

01

Strategy Session & Scope

We’ll connect to pinpoint your biggest operational bottlenecks and align on your business goals. From there, I’ll draft a customized roadmap designed to deliver quick wins and long-term clarity.

02

Deep Dive & Data Audit

I go "under the hood" of your help desk. Through shadow sessions and data analysis, I identify the gaps between your current workflows and the insights your leadership team actually needs.

02

Deep Dive & Data Audit

I go "under the hood" of your help desk. Through shadow sessions and data analysis, I identify the gaps between your current workflows and the insights your leadership team actually needs.

02

Deep Dive & Data Audit

I go "under the hood" of your help desk. Through shadow sessions and data analysis, I identify the gaps between your current workflows and the insights your leadership team actually needs.

03

Implementation & Execution

Together, we’ll design and roll out solutions that fit your team’s needs, from process updates to dashboards, documentation, or feedback programs.

03

Implementation & Execution

Together, we’ll design and roll out solutions that fit your team’s needs, from process updates to dashboards, documentation, or feedback programs.

03

Implementation & Execution

Together, we’ll design and roll out solutions that fit your team’s needs, from process updates to dashboards, documentation, or feedback programs.

04

Handover & Continuous Impact

I equip your team with documentation and training to ensure the new systems stick, while providing the ongoing data loops needed for growth.

04

Handover & Continuous Impact

I equip your team with documentation and training to ensure the new systems stick, while providing the ongoing data loops needed for growth.

04

Handover & Continuous Impact

I equip your team with documentation and training to ensure the new systems stick, while providing the ongoing data loops needed for growth.

Book a Discovery Call

I’ve never known an operational mind like Meghan’s. She’s always looking for ways to improve processes. She recently broke down the massive task of auditing our entire help center into clear, achievable steps that made progress visible and got the team excited to dive in.

Emily A

Sr. Technical Support Specialist

I’ve never known an operational mind like Meghan’s. She’s always looking for ways to improve processes. She recently broke down the massive task of auditing our entire help center into clear, achievable steps that made progress visible and got the team excited to dive in.

Emily A

Sr. Technical Support Specialist

I’ve never known an operational mind like Meghan’s. She’s always looking for ways to improve processes. She recently broke down the massive task of auditing our entire help center into clear, achievable steps that made progress visible and got the team excited to dive in.

Emily A

Sr. Technical Support Specialist

Ways to Work Together

Packages designed to fit the right level of support for your business. You choose which of the focus areas you'd like to work on to make the most of our time together!

2-4 weeks

The Tag Health Check

For teams who don't trust their tag data. Turn ticket noise into product intelligence. A diagnostic sprint to clean up your data and fix your reporting.

Full audit of current taxonomy configuration.

Stakeholder interviews to identify data gaps.

A custom 3-tier Tagging Framework.

Prioritized roadmap for implementation.

Start Your Checkup

6 - 8 weeks

The Implementation Sprint

Ideal for teams ready to implement tailored solutions. We take your highest-priority operational bottleneck and solve it for good.

Outcome alignment after health check.

Fully bespoke implemented systems.

Training materials + handover documentation.

One follow-up check-in after launch.

Plan My Project

Monthly Retainer

Fractional Support Ops Lead

Your strategic partner. Expert leadership for teams scaling past the "early days" chaos.

Dedicated hours each month of Support Ops leadership.

Monthly roadmap alignment with Product & Engineering.

Continuous optimization of tools, SOPs, and AI tools.

Priority support for team scaling and hiring operations.

Explore Partnership

Let’s make support work better, together.

Let’s build the systems that free your team to focus on what matters most.

Book Strategy Session

Let’s make support work better, together.

Let’s build the systems that free your team to focus on what matters most.

Book Strategy Session