About Brett

I’m Brett Rush and I’ve spent over 18 years transforming small teams into industry-leading, scalable support organizations.

There’s nothing better than seeing a customer go from asking for help to becoming your biggest fan, or your first support hire growing into a confident, trusted manager.

I believe the best customer experience strategies are built on smart processes and genuine leadership.

With 10 years as an E-commerce expert, I gained in-depth knowledge of how niche sellers can maximize profits and build customer loyalty. I began my E-commerce specialization with training online consignment stores to implement processes that drive both revenue and repeat business.

Throughout my career, I’ve worked with hundreds of business owners – from shoe stores and auto parts warehouses to jewelry retailers – coaching them on efficiently managing large volumes of merchandise across multiple selling channels.
Imagine 50,000 SKUs, multiple product variations of sizes and colors.

My hands-on experience has given me a deep understanding of the unique challenges and opportunities within the E-commerce space. I bring this same dedication and insight to any industry, enabling me to deliver tailored solutions that drive success.

As the 8th hire at a Media SaaS software startup, I had the opportunity to build customer support from the ground up.

My focuses were on developing the tools, knowledge, people, and process.
In 90 days, I authored 120 support articles, 2 weekly webinars, and developed the 1st Voice of Customer report for the company. By establishing this while responding to the customers, the developments reduced inbound support conversations by 90%.
You read that right. There was a 90% reduction in customer inquiries.

I scaled the team in 4 time zones, keeping up with 24/7 Enterprise SLA expectations, rapidly-increasing customer inquiries in 180 countries, and maintained 98% CSAT rating.

The customer-focused processes I developed, led to a best-in-class customer experience for a company that exited to a Fortune 500 company for $1.3B.