Coach and advisor for CX and Support leaders at B2B SaaS companies.
I’m Brett Rush, with 20 years in CX and support operations, from startups to large corporations.
I coach leaders on the processes and AI decisions that free their people to do the work customers remember.
What we work on together
Each session starts with a situation you bring. Most fit one of these four areas.
01
Organize
See how your work flows
We map how requests move through your team today and decide what is most impactful.
You leave with a next step for your workflows and a way to see capacity before you plan hiring.
02
Prioritize
Decide where attention goes
We go through your queue process and the decisions your team makes every day.
I help you put those decisions into words your team can follow.
03
Optimize
Grow without starting over
We look for what limits your team’s output as volume grows, including where an AI agent helps and where a person should stay in the conversation.
Together we choose the next change worth making and how to test it.
04
Advise
Support managers as your scope grows
We prepare for the development conversations and work out what to delegate as your responsibilities widen.
This is also where I coach you, one leader to another.
From leaders I’ve worked with
❞
Support had no voice in product decisions. Brett coached me through securing 1-on-1 time with our PM and earning a seat at roadmap planning sessions.
We aligned our customer conversation tags with Product’s taxonomy and created an incident playbook with Engineering. The result was we decreased tickets escalated to Engineering by 50%.
Sarala C.
Customer Support Manager,
Materials Procurement Platform
❞
Our team managed 130 technical conversations per day with no consistent way to manage them.
Brett showed us how to create queue management guidelines that made our process scalable and teachable.
Customer Support Manager
AI Meeting Assistant Company
❞
Before working with Brett, six of our departments were drowning in emails and calls.
Result: 60% reduction in email volume across departments.
Brad R.
VP Operations,
Non-Profit Organization
Bring one situation. Leave with a next step.
Tell me what you want your customers to experience and where your team feels stuck. In 30 minutes we find a place to start.