The Support Leadership package offers a fully integrated customer support leader. I will get your customer support team set up and running, with full consideration of your budgetary resources in mind, and continue as long as the relationship serves your organization.

1. Establish or enhance your support tools and infrastructure for peak performance.
2. If product documentation is lacking, dive into product knowledge acquisition and foster a comprehensive knowledge ecosystem, encompassing both internal and external resources.
3. In cases where documentation already exists, pinpoint deficiencies and vulnerabilities, optimize content quality, and instate robust maintenance protocols.
4. Cultivate a unique customer support voice and tone, crafting a style guide that harmonizes with your brand identity, shaping and reinforcing key customer communications.
5. Forge enduring, collaborative relationships across various departments, including product, engineering, and marketing.
6. Champion the customer's perspective from the outset of product development, acting as their advocate.
7. Identify potential customer experience challenges and devise effective solutions.
8. Gauge your staffing requirements, craft job descriptions, recruit, and provide comprehensive training for your initial support team.
9. Establish sustainable support policies, streamlined processes, and comprehensive reporting mechanisms, particularly valuable for resource-constrained teams.
10. Offer continuous guidance as your support team expands and your product evolves.
    
    

Costs of additional support agents or BPO, support tech stack tools including but not limited to help desk ticketing system; knowledge base software; live chat software; internal communication software; team collaboration tool; customer survey tool; omnichannel customer service tool, and any travel deemed necessary by the organization are not included.

 

The Support Consultation package is perfect for new startups or those adding a support organization for the first time. 

1. Meet one-on-one with key leadership, ideally this is the individual who will be responsible for implementing the plan. Meeting will include questions and discussion about your product, and your support team mission.
2. Review your product and business model, and map out a suggested support organization plan and GTM timeline.
3. Provide a list of suggested support tech stack tools to best suit your company, support goals, and mission.
4. Provide a suggested staffing plan.

After our initial one-hour consultation, please allow one week for support organization business plan turnaround. We will then meet a second time to discuss the plan and answer any questions.

 

The Knowledge Base Support package is ideal for support teams without an expert onboard, whether they need help creating or rewriting their articles for maximum effect, or consolidating their information for total efficiency.

1. When there's a lack of documentation, embark on a journey to understand your product thoroughly, and constructing a comprehensive knowledge network that encompasses both internal and external resources.
2. For those situations where documentation is already in place, discern areas of deficiency and vulnerability, fine-tune your content, and institute enduring maintenance protocols.
3. Craft and disseminate a distinctive voice, tone, and style guide that seamlessly aligns with your brand's identity.
4. Empower your support team with the skills to craft and sustain their internal and external knowledge repositories through effective training programs. 

Knowledge Base Support includes auditing, cleaning up, and streamlining knowledge base content. It does not include audit of macros, snippets, templates, or canned responses. That service is available as an additional package. 

 

The Administrative Business Partner package is perfect for business operations leadership teams and C-level executives in need of an executive assistant with exemplary attention to detail and time-management, intuitive perception, capacity to digest and distill information, and who can communicate and collaborate cross-functionally with polish and poise, for as long as the relationship serves you and your organization.

1. Offer leader-centric support by understanding the business preferences and priorities to provide tailored assistance, while embracing your culture, values, and goals when engaging with stakeholders.
2. Provide efficient calendar management with meticulous attention to detail and precision, prioritizing business needs and making informed trade-offs among stakeholders.
3. Efficiently coordinate logistics for both internal and external meetings, including effective Board meeting preparation.
4. Respond to inquiries and proactively follow through on tasks, actively contributing to process improvement efforts through proactive task management.
5. Support leaders in maintaining crucial relationships for improved communication and collaboration, demonstrating finesse and composure under pressure.
6. Offer adaptability and technology proficiency by staying abreast of the rapidly changing landscape, quickly understanding new tools and applications, and making informed decisions in uncertain situations to prioritize business needs.
7. Collaborate seamlessly with fellow administrative team members, emphasizing teamwork while enhancing existing processes and systems, with a specialty in collaborating remotely across multiple timezones, backgrounds, and cultures.
8. Handle confidential information with the utmost discretion, sensitivity and professionalism in all interactions.
9. Provide assistance for special projects as needed, recognizing the adaptable nature of support work and remaining fully available as required.

As an executive, there is nothing more vital than your ideas. A dedicated ABP will unlock your time, freeing you to focus on providing critical input that cannot be duplicated or outsourced.