Growth- stage startups hire us to reinvent their customer support to adapt to their rapid growth.

After getting through the first few years of building and launching your support team, you may feel that it is time to make some changes to go to the next level. We’ll help you get a better picture of where your support is performing well, and where it needs improvements to support rapid growth while offering an outstanding customer experience.

I recently engaged Sophie as an advisor on an intense 8-week project with tight deadlines and complex deliverables and was very impressed with her work. I found her to be super knowledgeable about the subject matter (phone support), meticulous in her preparation, flexible and responsive to our needs, and just all around pleasant to be around. Beyond benefitting from her advice and professional recommendations, we were able to take advantage of her terrific training skills, which seemed to make a real difference to the team. If you need someone with deep customer experience who can act as both an advisor and a thought partner, Sophie is your lady! Would not hesitate to recommend or work with her again
— Jeff Shah, VP Member Operations at Etsy

 

Our offerings for growth-stage startups include:

 

Assessment & Gap Analysis of Support Team and Operations

We’ll identify areas for improvement, and provide a strategic roadmap and tactical recommendations to address issues, to scale your support team and operations, and to offer outstanding customer experience.

 

Recruiting & On boarding of Customer Support Director or Manager

We’ve built an impressive network of colleagues in the customer support world, and we are experts at finding the right fit to your culture, and your vision.

 

Systems recommendation, implementation, and optimization:

Help Desk, Telephony, Help Center & tutorials, Chat, Reporting & KPIs.

 

Customer Advocacy & Soft Skills Training

Innovative,  custom-tailored Customer Support Training for in-house & outsourced teams. Our entire approach is based on your core values so that your brand comes to life through your customer support.

 

Quality Assurance Process

Define, create, and implement QA process to match your branding.

 

Manager & QA Supervisor Training

Take a positive approach to providing performance feedback and motivating employees towards self-improvement.