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.
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 processes and the actions 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 the 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.
You know what needs to change. You don’t have time to fix it.
A 30-minute conversation to identify what is limiting your operation and where to start.
Brett’s Blog
The Situation
Support teams built on informal systems
become harder to run as headcount grows.
Brett works with SaaS support leaders to build the operational infrastructure that holds.
The engagement starts with a 30-minute strategy session
to assess what you have and map what needs to be built.
🔥 SEE how we work