You will get a Customer Support Operations Audit & Improvement Plan (30-Day Roadmap)
Project details
This project includes the following:
Workflow review
FRT & SLA diagnostics
Triage & routing analysis
AI/automation opportunities
30-day improvement plan
Workflow review
FRT & SLA diagnostics
Triage & routing analysis
AI/automation opportunities
30-day improvement plan
Project Type
Customer SupportWhat's included $349
These options are included with the project scope.
$349
- Delivery Time 3 days
- Number of Revisions 1
About James
Support Ops Leader & Consultant | CSAT 90 Plus , FRT , Workflows, AI
Auckland, New Zealand - 2:56 am local time
I combine hands-on Support Operations leadership with deep consultancy expertise, helping scaling SaaS and e-commerce companies improve customer experience, speed, team performance, and operational efficiency.
I’ve led global support teams up to 80 FTE, delivered multi-region contact centre transformations, and rebuilt support operations handling 100k–400k+ users across NZ, AU, UK, US, LATAM, and the Philippines.
What I Deliver
For Managers / Leadership Roles:
End-to-end support ownership
Team coaching & performance management
KPI, SLA & CSAT improvement
Hiring, onboarding & structure redesign
Follow-the-sun support models
Global multi-site team leadership
For Consulting / Audit Projects:
Support operations audits (workflows, SLAs, QA, macros, triage)
FRT/AHT/CSAT diagnostic & improvement plans
Workflow & ticket routing redesign
Automation & AI implementation
CX improvement plans
Knowledge base overhaul
Contact centre modernisation roadmap
Key Achievements
MacroActive — Global Head of Support (400k+ users)
CSAT: 70% → 90%+
SLA performance: 97%+
Reduced headcount by 40% while improving outcomes
Full rebuild of workflows, triage logic, macros, QA
AI-assisted chat, triage & routing implementation
Teletrac Navman — Global Customer Support Manager
Delivered $700K contact centre modernisation (AWS Connect, Playvox WFM)
Reduced labour costs 50%
Built 24/7 follow-the-sun global model
Increased coverage, visibility & routing accuracy
Standardised global best practices
Previous Leadership Roles
Led Contact Centre teams up to 80+ FTE
Improved government service levels by 30%
Rebuilt CX processes across financial services, e-commerce & SaaS
National award-winning support team performance
How I Work
I bring a balance of strategic support leadership and hands-on operational expertise, focusing on:
Rapid quick wins
Clear visibility of metrics
Workflow optimisation
Better tools & automation
Strong team coaching
Customer-first operating models
Whether you need an Interim Customer Service Manager, a Support Operations Leader, or a Consultant to overhaul your workflows, I bring proven playbooks that deliver measurable uplift fast.
If you’d like, I can perform a quick support diagnostic or build a 30-day improvement plan tailored to your team.
Steps for completing your project
After purchasing the project, send requirements so James can start the project.
Delivery time starts when James receives requirements from you.
James works on your project following the steps below.
Revisions may occur after the delivery date.
Meet with key stakeholders and agree what success looks like
Review the current state