Services for SaaS Founders
Build the Customer Support team your product and your customers deserve.
Your product is scaling. Your team is growing. And somewhere along the way, Customer Support went from “we’ll just answer these ourselves for now” to a fire you’re constantly having to put out.
If you’re here, it means you’re ready to stop winging it.
Support isn’t a cost center.
It’s a retention engine.
Your Customer Support team is the first to spot red flags: rising churn, poor onboarding, product confusion, bugs that aren’t getting logged.
When you design Support with intention, it becomes more than ‘just answering emails’. It becomes customer retention, product feedback, and investor confidence.
Support doesn’t just answer questions. It answers:
“Are we still earning trust?”
Founders we work with see measurable impact:
- Fewer escalations = less time required from dev
- Smarter workflows = higher ticket throughput
- Clarity in roles = reduced burnout + faster onboarding
- Cleaner metrics = actual insight, not just activity
Nothing says ‘we’re ready for acquisition’ like a support system that doesn’t fall apart under pressure.
🧭 Org Design Map
Clear roles, responsibilities, and structure, so everyone knows what they own (and what they don’t).
📋 Hiring Plan & Job Descriptions
Realistic, role-specific templates that don’t ask one person to do the work of four.
🔁 Escalation Workflows
So urgent issues don’t get lost in Slack, and your devs don’t get pinged for things Support can handle.
📈 Metrics Framework
Track team health and customer outcomes without creating fear-based dashboards.
📚 Onboarding Starter Kit
Set up new hires to succeed with clarity, not just vibes and a two-week shadow session.
What we’ll build together
Whether you’re hiring your first agent or cleaning up after years of ad-hoc decisions, we’ll work together to design a Customer Support team that’s built to scale. Less chaos, clearer ownership, and better customer outcomes.
Build your strategic edge with Customer Support Excellence.
- Design a Support team that scales with your product
- Stop putting out fires and start building infrastructure
- Turn your Support team into a source of insight, not just resolution
