You know what needs to change. You don’t have time to fix it.
The queue keeps moving. Strategic work keeps waiting. Every week you’re closer to your targets and further from a plan to hit them.
Let’s fix your capacity.
A 10-week 1-on-1 advisory engagement
For CX leaders who need a strategic partner.
We pressure-test your priorities, unblock decisions, and build a roadmap you can execute.
What We’ll Work On
- Identify what to prioritize first and what to stop
- Pressure-test your systems, workflows, and team structure
- Build a 90-day action plan tied to your targets
- Work through cross-functional friction with Product, Engineering, or Success
- Coach through leadership and team dynamics challenges you can’t talk through internally
How It Works
- 10 one-on-one sessions — one hour per week, no group calls, no cohort
- Async support between sessions via Notion, Google Docs, or email
- One deliverable included: Audit, Playbook, or Roadmap — whichever is most useful to you
This is ⤵
Built for Support Leaders who are done reacting.
You have a team. You have targets.
You need someone who has built CX operations from the ground up
and will pressure-test yours with the same rigor.
10 spots available per quarter. One-on-one only.
❞
I was inundated in the support queue with no time for operations work. Brett helped me scale back queue time and focus on what mattered: troubleshooting standards, article creation systems, and upleveling the team.
We developed an onboarding guide that’s transformed how new hires ramp up. I’m building systems that prevent problems before they start, and the team’s operating at a level we couldn’t have reached without structured processes in place.
Customer Support Manager,
Materials Procurement Platform
❞
Our team managed 130 technical conversations per day with no consistent way to manage them. People had to cherry-pick conversations they felt they could answer, and kept 20-50 active conversations because every issue was just as critical as the next one.
Brett showed us how to create queue management guidelines that made our process scalable and teachable. He outlined an auto-assignment system with max conversation limits per person and built an incident response guide that standardized how we route bugs and outages.
Customer Support Manager,
AI Meeting Assistant
❞
Every person on the team had their own way of managing conversations, which meant nothing was repeatable or trainable. New hires struggled because there wasn’t a standard process to learn.
Brett created queue management guidelines that unified how we work, built an incident response playbook so everyone handles escalations the same way, and designed a triage workflow that routes conversations systematically instead of relying on whoever grabs the ticket first.
VP Operations,
Event Management Platform
Frequently Asked Questions
What happens during the weekly calls?
We focus on whatever is most pressing for you that week. Whether it’s a decision you’re stuck on, a workflow that’s not working, or a conversation you need to prepare for. I come prepared with questions, you bring the context.
Do I get deliverables?
One optional deliverable is included.
An audit, playbook, or roadmap depending on what’s most useful.
But the core value is the thinking partnership.
What is the investment?
Starts at $4,000 and is flexible based on scope defined during our discovery call.
What if I need to reschedule a session?
Life happens. Reschedule with 24 hours notice and we’ll find another time that week.
Is this for me or my team?
This engagement is for you as a leader. If you need hands-on training or workshops for your team, we can discuss that separately.
How do I know if this is worth it?
If you’ve got targets you’re unsure how to hit, decisions you keep delaying, or a backlog of “strategic work” that never gets touched, a 30-minute call will tell us both if this makes sense.
10 spots available per quarter
Let’s do this.
We help Support Leaders build the systems that scale so YOU’RE not the system anymore.