Challenge:

I joined a small business management SaaS provider where customer support was in crisis. CSAT had plummeted to the low 50s, team morale was poor, response times lagged, and agent turnover was high. The team needed more than a fix—it needed a complete rebuild grounded in trust, standards, and smart systems.

Approach:

• Immediate Stabilization:
  I rolled up my sleeves and joined the frontlines—reviewing tickets weekly, identifying quick wins, and working side-by-side with agents. This hands-on approach boosted CSAT into the upper 60s within the first 30 days.

• Team Building with Intention:
  Instead of simply hiring to fill seats, I focused on culture and cohesion. I worked with senior team members to co-create new standards and invested in time together, not just availability. As a result, the restructured team gelled quickly—and we saw zero attrition for the next 9 months.

• Channel Expansion Based on Customer Behavior:
  Our customers were mobile-first business owners. So, we launched SMS and chat, meeting them where they worked. First response times dropped from hours to under 30 seconds, and CSAT climbed into the high 80s.

Results:

• Stabilized a team in crisis and created a culture of excellence and accountability.

• Cut first response times dramatically by introducing mobile-native support channels.

• Grew into a multi-level team with agents, supervisors, and ops staff running efficiently, collaboratively, and with purpose.

Impact:

By the end of my engagement, support had gone from a liability to a true brand asset—operating with speed, quality, and morale that matched the ambition of the business it served.