One operating model. Five places it earns its keep.
Every program runs on the same staffing, QA, and reporting backbone. The work changes — the discipline doesn't.
Customer Support Operations
Inbound voice, email, chat, and social, tier 1 and tier 2 — staffed as a dedicated pod, not a shared queue.
- Omnichannel routing and SLA management across Zendesk, Intercom, Kustomer, and Gladly
- Bilingual English/Spanish coverage with optional French-Canadian and Portuguese
- Weekly QA calibration, monthly business reviews, quarterly strategic reviews
Customer Success & Onboarding
Pooled and named CSM models for SMB and mid-market books of business — driven by health-score triggers, not seat allocations.
- Onboarding sprints, adoption motions, and renewal play execution
- Integration with Gainsight, Catalyst, Vitally, ChurnZero, and Salesforce
- NRR and GRR targets built into the engagement, not optional add-ons
Technical Support
Product-trained agents for SaaS and connected hardware. Diagnostic depth without the engineering bench cost.
- Tier 2 and tier 2.5 escalations with reproducible bug write-ups
- Native integration with Jira, Linear, GitHub Issues, and PagerDuty
- API-literate agents; log triage, network captures, and device-state debugging
Retention & Win-Back
Outbound save desk, cancellation save flows, and lifecycle outreach — built to recover revenue without the smarmy script.
- Save offer matrices tuned to LTV, segment, and reason-for-leaving
- Lapsed-account re-engagement campaigns with measurable conversion lift
- Outcome-based pricing options on save and win-back programs
Trust & Safety / Content Moderation
Policy enforcement, escalations, and appeals review for marketplaces, community platforms, and regulated workflows.
- Tiered review queues with wellness rotations and trained moderators
- Policy taxonomy authoring, calibration, and quarterly audit cycles
- Transparency reporting support and law-enforcement liaison workflows
Not sure which lines apply?
Most engagements start with two services and grow. Let's map your current ops on a call and figure out the shortest path to results.