About 65%
Fewer repeat contacts at Conda
Turned support data into product fixes, so the same problems stopped coming back to the inbox.
Support operations + the build
Support ops lead
who builds.
I fix how customer support runs, then set up or build the tools it runs on.
For the team with macros nobody owns, answers in one person’s head, or a spreadsheet doing a job it has outgrown.
Tell me where it gets stuckZendesk · Intercom · Knowledge bases · Internal tools
The work usually starts here
“Which question does your team answer every single day?”
Find the repeat problem
Read the tickets. Follow the handoffs. Look at what the team measures.
Fix the workflow
Clear routing, useful macros and answers people can find.
Set up the missing piece
Configure the tool, or build a small one. Leave a written handoff.
Work behind the offer
Around 20%
Fewer monthly contacts at Bitpanda
Rebuilt the Help Center and launched the first public status page.
How I can help
Start with the part
that keeps breaking.
Support Tune-Up
Zendesk or Intercom reviewed and cleaned up. Leave with a ranked fix list, or have the fixes applied.
Out of your head,
into a playbook
SOPs, a knowledge base and new-agent onboarding built from conversations with the people doing the work.
AI answers with
a human safety net
A scoped pilot for policy and how-to questions, with rules for what the AI can promise and when a person takes over.
Part-time support ops lead
Someone to own the helpdesk, weekly reporting, QA and escalations as the team grows.
The missing tool
An admin view, intake workflow or small internal tool on Next.js and Supabase, scoped around an operational problem. The runbook comes with it.
Built as well as planned
A travel marketplace,
from idea to live.
Bookings, payments, messaging and an admin back office, built with AI coding tools.
The operations were part of the work too: guide onboarding, payouts, refunds and disputes, written up in a runbook.
A place to start
Tell me how a ticket travels today.
From the first message to closed. Include the tool you use and the part that gets stuck, and I’ll tell you where I’d start.
Email about your support