What I Do

Most startups and lean teams don't need a $250K VP of CX. They need someone who can come in, diagnose the problem, build a plan, and get things moving—without the ego or the overhead.

That's where I come in. I work with founders and operators to design, fix, and scale support operations that actually work.

What We Work On

Strategic CX Design

Build your support model from scratch or redesign what's broken. This includes org structure, channel strategy, hiring plans, and service level frameworks that scale with your business.

Support Org Architecture

Whether you're going from 1 to 5 or 10 to 50, I help you design teams that don't collapse under growth. This includes role definitions, escalation paths, and cross-functional handoffs.

Cost-to-Serve Analysis

Figure out what support actually costs you—per ticket, per customer, per channel. Then we optimize it without cutting corners on quality.

Performance Systems & Dashboards

Build metrics that matter. Not vanity stats—real KPIs tied to retention, efficiency, and customer satisfaction. Plus the dashboards to track them.

Retention & Lifecycle Planning

CX isn't just about answering tickets. It's about keeping customers. I help you map touchpoints, design proactive campaigns, and reduce churn before it happens.

Interim Leadership

Need someone to run CX while you hire? Or while you figure out if you even need a full-time hire? I can step in and lead your team through transitions, launches, or high-growth phases.

How It Works

Discovery Call

We talk through your current setup, pain points, and goals. No sales pitch—just a real conversation.

Scope & Plan

I outline what needs to happen, how long it'll take, and what it'll cost. You decide if it makes sense.

Execute

I get to work. Whether it's strategy docs, process builds, or hands-on leadership—I deliver fast.

My Approach

My consulting process starts with clarity—understanding how your customers interact with your brand today and how your systems support or block that journey. I review your current CX tools, SOPs, and metrics to pinpoint the operational friction that's quietly costing you retention.

Once we know what's broken, I design a tactical plan to fix it. That includes documentation, workflow mapping, vendor recommendations, and management coaching. You'll get playbooks your team can follow immediately.

I work best with growth-stage companies that need CX stability fast—those who can't afford six-month audits but demand results in weeks.

Need help selecting technology? See the Technology Services page.

Considering outsourcing? Visit Outsourcing Strategy.

Who This Is For

Founders who are still handling support themselves (and shouldn't be)
Teams that are growing fast but don't have a CX strategy yet
Brands spending too much on support with nothing to show for it
Companies about to hire their first CX lead (and want to set them up right)
Startups evaluating outsourcing but not sure where to start

If you're building something real and want CX that doesn't suck, let's talk.

Ready to Fix Your CX Ops?

Book a free discovery call and we'll figure out what's working, what's not, and what to do about it.

Book Consulting Session

When You Don't Need a Full-Time Exec—Just One That Delivers