About Ines van Dijk
I help SaaS support teams move from random ticket reviews to structured quality programs that actually surface insights.
My Background
I’ve spent 15+ years in Customer Support and Customer Experience, working my way from frontline agent to team lead, QA specialist, and eventually consulting for QA tool companies like Loris and Scorebuddy. Along the way, I’ve become deeply familiar with the support platforms that SaaS teams rely on: MaestroQA, Intercom, Help Scout, Zendesk, and others.
Why I Started CSE
I kept seeing the same pattern: Support teams doing QA because they know they should, but not getting real value from it. A few random ticket pulls per agent. Inconsistent feedback. No visibility into trends. Managers burning out trying to run QA while also handling escalations, hiring, training, and operations.
The problem was never effort, it was structure. These teams needed frameworks, not more motivation.
That’s what CSE provides: the structured QA programs that turn ticket reviews into coaching opportunities, random data into actionable trends, and overworked managers into confident leaders who can finally answer “how are we doing?” with real evidence, not just ✨vibes✨.
Who I Work With
I work primarily with small to mid-sized SaaS companies (typically 5-50 support agents) who are outgrowing their current approach to quality assurance. Usually, these are post-Series A companies where Support leaders know something needs to change but aren’t sure where to start.
My clients are using modern support tools like MaestroQA, Intercom, Help Scout, or Zendesk. They have the data, they just need help making sense of it.
How I’m Different
I don’t do generic coaching or outsourced support. I build custom QA frameworks tailored to your product, your customers, and your team’s specific challenges. Then I train your team to run it independently.
My engagements are time-bound (6-12 weeks) with clear deliverables. You get documentation and systems, not dependency on a consultant.
I’ve been in the trenches. I know what it’s like to inherit a broken QA process, to struggle with inconsistent feedback, to watch agents repeat the same mistakes because no one caught the pattern. I also know what works because I’ve built it, multiple times, for different types of companies.
What I Believe
Support isn’t a cost center. It’s a strategic function that directly impacts retention, product development, and company reputation. Quality assurance should do more than catch mistakes. It should surface insights, develop your team, and give leadership confidence in the customer experience you’re delivering.
Random ticket reviews aren’t QA. They’re busy work disguised as quality management.
Real QA requires structure: clear standards, consistent measurement, meaningful feedback loops, and systems that work even when you’re not watching.
Let’s Talk
If your team is doing QA but not getting real insights from it (or if you know you need a structured QA program but don’t know where to start) let’s have a conversation.