Fractional CX Lead

Do you need help establishing your support organization but feel it’s too early to hire a full-time senior leader? I can help you shape and reorganize your customer support experience to fit your business goals on a fractional basis.

    • Onboard or audit your support tech stack

    • Build out or audit support automation to improve efficiency, accuracy & data collection.

    • Set up sustainable Support policies, processes, and reporting for your Support team, especially for teams with limited resources.

    • Provide ongoing advice as your Support team scales and your product changes.

    • Build a support brand style guide customized to your business.

    • Build or audit internal knowledge content (onboarding, ongoing training, canned responses, etc)

    • Build or audit external knowledge content & structure (FAQs, chatbots, self-serve automation, etc)

    • Audit current workload and suggest appropriate staffing needs based on current & desired tech stack.

    • Build out or audit current recruiting workflow to find top support talent or onboard appropriate BPO.

    • Write or audit job descriptions to attract top support talent.

    • Run your support recruiting program.

    • Build out or audit support metrics reporting, including a voice of the customer program.

    • Build or audit customer journey maps and/or service blueprints.

    • Create sustainable communication processes between cross-functional teams.