Professional Services & E-commerce: Build Support That Scales
Whether you're scaling customer support for your e-commerce store or building HR/client support for your professional service firm, we create support systems that grow with your business.
Cost Reduction
Average support cost savings
Customer Satisfaction
Improved CSAT scores
Faster Resolution
Reduced ticket handling time
Team Efficiency
Improved agent productivity
The Support Challenges We Solve
Professional Services
- • HR teams overwhelmed with employee queries and onboarding
- • Client support scattered across email, phone, and spreadsheets
- • No clear escalation process for complex issues
- • Internal requests getting lost or delayed
E-commerce & Retail
- • Customer support backlog growing faster than sales
- • Response times hurting customer satisfaction scores
- • Support team can't keep up with order volume spikes
- • Returns and refund processes causing confusion
What a Fractional Head of Support Brings to Professional Services & E-commerce
A Fractional Head of Support gives you senior-level expertise without the full-time commitment, perfect for scaling customer support teams, building HR operations, or optimizing client service processes.
Business Benefits
Executive-Level Leadership, Fraction of the Cost
Access seasoned support strategy without hiring a full-time headcount.
Scalable, Flexible Support
Engage as needed, whether it's for launch, growth, transition, or turnaround.
Immediate Impact
Skip the learning curve with fast, effective decisions that boost efficiency and customer satisfaction.
Alignment with Business Goals
Support strategy that directly ties into your wider company objectives and KPIs.
Recent Success Stories
Mid-Size Law Firm
Challenge: 200+ client queries monthly, no centralized system, 48+ hour response times
Solution: Implemented Zendesk, created client portal, trained support team
Result: 6-hour average response time, 95% client satisfaction
Growing E-commerce Store
Challenge: 500+ daily tickets, one overwhelmed support agent, customer complaints rising
Solution: Built 4-person support team, automated workflows, 24/7 coverage
Result: 2-hour response time, 40% cost reduction per ticket
Capabilities
Support Strategy & Design
Define the long-term vision, support model, SLAs, KPIs, and roadmap.
Team Structure & Roles
Design the right team shape, hiring plans, roles, and responsibilities that scale.
Process Optimization
Identify gaps, streamline workflows, and introduce best practices to reduce response times and ticket backlog.
Technology Leadership
Own tool selection, configuration, and integration to create a seamless support ecosystem.
Our Process
Discovery & Assessment
We analyze your current support operations - whether it's customer service tickets, HR requests, or client communications - identifying gaps and opportunities specific to your industry.
Strategy Development
We create a tailored support strategy that fits your business model - from e-commerce customer journeys to professional service client touchpoints.
Implementation
We work alongside your team to implement the strategy, making adjustments as needed to ensure smooth execution.
Continuous Improvement
We monitor results and refine the strategy, ensuring your support operations continue to evolve and improve.
Ready for Your Free Support Strategy Audit?
We'll analyze your current support operations and show you exactly how to reduce response times, improve satisfaction, and scale efficiently.
Book Your Free Support Strategy Audit