Growth-stage startups hire us to reinvent their customer support and experience to adapt and thrive in changing times.
After getting through the first few years of building and launching your support team, you may feel that it is time to make some changes to go to the next level. We’ll help you get a better picture of where your support is performing well, and where it needs improvements to support rapid growth while offering an outstanding customer experience.
“I engaged Sophie as an advisor on an intense 8-week project with tight deadlines and complex deliverables and was very impressed with her work. I found her to be super knowledgeable about the subject matter (phone support), meticulous in her preparation, flexible and responsive to our needs, and just all around pleasant to be around. Beyond benefitting from her advice and professional recommendations, we were able to take advantage of her terrific training skills, which seemed to make a real difference to the team. If you need someone with deep customer experience who can act as both an advisor and a thought partner, Sophie is your lady! Would not hesitate to recommend or work with her again”
Our offerings for growth-stage startups include:
Assessment & Gap Analysis of CX Team and Operations
We’ll identify areas for improvement, and provide a strategic roadmap and tactical recommendations to address issues, scale your CX team and operations, and offer outstanding customer experience.
Recruiting & Onboarding of Customer Experience Leader (VP, Director, Sr Manager)
We’ve built an impressive network of colleagues in the customer experience world, and we are experts at finding the right fit for your culture and your vision.
CX tech stack: RFP, recommendations for efficiencies and future-proofing, implementation, and optimization
HelpDesk, Telephony, Chatbot, AI functionalities, WFM, Knowledge Management, QA, and Analytics. We partner with the best solution providers.
Training:
Customer Advocacy & Soft Skills
As AI transforms CX, this is the moment to double down on soft skills—empathy, active listening, and communication—so your agents stay human, impactful, and deeply connected to your customers.
Change Management: How to help your CX team deal with change
Practical strategies to help your CX teams navigate change with confidence—whether it’s new tools, evolving processes, or shifting customer expectations.
We offer innovative, custom-tailored training for both in-house and outsourced CX teams. Our entire approach is rooted in your core values, ensuring your brand comes to life through every customer interaction—even during times of change.
Quality Assurance Process
Define, create, and implement a QA process to match your branding.
Manager & QA Supervisor Training
Take a positive approach to providing performance feedback and motivating employees towards self-improvement.