Support that costs less every quarter and tells you what to build next.
15+ years running CX and operations at PE- and VC-backed SaaS companies. I build the team, cut the ticket volume at its source, put AI where it pays, and give the C-suite dashboards they actually open. Now doing the same inside a law practice.
The operating model I bring to every team
Same five steps, whether it's 15,000 auction clients or a law firm's caseload. The order matters.
Listen at scale
Tiered ticket taxonomy built with Engineering and Product, so every contact becomes a data point about what's broken.
Fix it at the source
Feed the taxonomy into the roadmap. Top categories down 40%. Post-mortems cut repeat escalations 22% in six months.
Automate what's left
SupportAgent AI and chatbots in Zendesk. 80% accuracy day one, 45% of backlog cleared, 36% faster responses.
Scale the people
Follow-the-sun across six time zones, L1 to Senior Manager career paths, and right-sizing when the PE deal calls for it.
Report upward
Power BI and Zendesk Explore dashboards tying support health to churn risk. $2.87M ARR protected once leadership could see it.
Where it's worked
Four companies, three private equity transitions, one law firm.
Head of Client Services
- Independently designed and built a full digital transformation of the firm's client-facing operations.
- Leading digital transformation of client operations in a compliance-heavy legal environment.
- MyCase document automation cut administrative overhead 20% and shortened time-to-value for new clients.
- 100% compliance across high volumes of sensitive client data.
Head of Professional Services
- Redesigned enterprise onboarding across five products, speeding go-live and reducing early reliance on support.
- Training infrastructure drove 15% more self-service adoption and 96% CSAT.
Head of Client Support, North America
- Protected $2.87M in ARR through retention programs and upsell openings found in support.
- Deployed SupportAgent AI in Zendesk: 45% backlog cut, 36% faster response, within two weeks.
- Secured C-suite funding for a 24/7 emergency line, then raised critical-issue resolution 20% for 15,000+ clients.
- Career-path frameworks from L1 to Senior Manager cut ramp time and improved retention.
Head of Technical Support
- SLA framework defined with the CTO: 36% faster resolution and 91% SLA compliance in the first quarter.
- Prevented $750K in revenue loss through root-cause analysis and structured escalations.
- Right-sized from 8 FTEs plus 15 BPO agents to a lean model during a PE transition, SLAs intact.
Head of Client Services & Support
- Scaled support from 4 to 55+ FTEs across six time zones for 15,000+ clients at 94% CSAT.
- AI-powered support ecosystem cut ticket volume 25% and resolution time 36%.
- Strategic Enterprise tier for the top 10% of clients cut churn 5% across two PE transitions.
- Staffing optimization through two acquisitions drove a 7% annual profit increase at 98.9% CSAT.
- 5x Stevie Award winnerCustomer Support Team of the Year, multiple categories
- Lean Six Sigma certifiedProcess improvement and waste reduction
- Customer experience and service managementCCXP · ITIL 4 Foundation
- AI and cloudAWS Certified AI Practitioner · Google AI Certified
- IT supportCompTIA A+ · ITF+ · Google IT Support Professional Certificate
Services
Two things I take on alongside a full-time role.
Auction clerking
Clerking for live, online, and hybrid sales. Seven years inside auction technology means I know the platforms, the pace, and what goes wrong on sale day.
- Rate
- $750 per auction day, up to 8 hours
- Overtime
- $50 per additional hour, 12-hour maximum
- Travel
- Expenses billed for assignments over 125 miles
CX and operations consulting
Support audits, team design, AI deployment, and executive reporting for SaaS, ecommerce, and auction technology companies. Delivered through CX Sage.
Visit CX SageHiring a Support, CX & Operations Leader?
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