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
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
