Passion for developing an extraordinary customer experience
Hi! I’m Brett Rush and I have a passion for developing an extraordinary customer experience. I’ve spent over 18 years developing customer support departments for SaaS E-commerce and SaaS media software companies. My journey is defined by transforming small teams into industry-leading, scalable support organizations.
Mastering the industry landscape
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.
Developing customer-focused processes
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.
Let’s build a scalable customer experience together.
Problem solving is done best in a group setting. Let me introduce a fresh perspective.
What are your strengths in a Customer Support organization?
As a Project Manager, I excel at identifying gaps, scoping work, developing solutions, and delivering results through a structured change management process. I’m outcome-driven, metrics-focused, highly organized, and detail-oriented. I prioritize team success, accountability, and continuous improvement.
What is your leadership style?
My leadership style is visionary, transformational, and inclusive. I focus on developing my team by fostering efficiency, transparency, and collaboration. I empower individuals to grow in their careers while creating a shared sense of purpose and trust.
What is your management style?
I adopt a strategic-tactical, people-first approach. I balance long-term planning with executing efficiently in the present. My priority is ensuring my team’s growth, engagement, and morale while achieving business outcomes.
Tell me about a time where you made a significant impact.
Faced with a maxed-out Support team and no budget to expand, I identified the top customer pain points and created a decision tree that guided users to the right answers in three clicks or less. This proactive solution reduced incoming support volume by 40% within five months. Today’s AI chatbots use similar principles to drive even greater efficiency.
What type of companies do you work with?
We work with early-stage and seed round tech companies, their founders, and co-founders.