You will get Streamlined CX ops to boost satisfaction, cut costs, and scale support.
Project details
If you're scaling your business and need expert help building or optimizing your customer experience and support operations—you're in the right place. I bring 20+ years of experience leading CX strategy, BPO vendor management, and customer support operations across SaaS, B2B, and service industries.
This project is designed to help startups and growth-stage companies streamline their support workflows, improve CSAT/NPS, reduce operational costs, and build scalable, efficient CX systems—fast.
What sets this project apart? It’s not a cookie-cutter solution. I tailor every audit, roadmap, and strategy to your specific team, tools, and goals. Whether you're launching a new support model, transitioning to a BPO, or simply need a fresh set of expert eyes, I offer hands-on guidance backed by real-world leadership experience.
You’ll walk away with clear next steps, an actionable roadmap, and the confidence to scale your support operations with intention and impact.
This project is designed to help startups and growth-stage companies streamline their support workflows, improve CSAT/NPS, reduce operational costs, and build scalable, efficient CX systems—fast.
What sets this project apart? It’s not a cookie-cutter solution. I tailor every audit, roadmap, and strategy to your specific team, tools, and goals. Whether you're launching a new support model, transitioning to a BPO, or simply need a fresh set of expert eyes, I offer hands-on guidance backed by real-world leadership experience.
You’ll walk away with clear next steps, an actionable roadmap, and the confidence to scale your support operations with intention and impact.
Project Type
Project Management, Customer Support, OtherWhat's included
| Service Tiers |
Starter
$1,000
|
Standard
$1,800
|
Advanced
$2,500
|
|---|---|---|---|
| Delivery Time | 7 days | 14 days | 21 days |
Number of Revisions | 2 | 2 | 3 |
Optional add-ons
You can add these on the next page.
Fast Delivery
+$250 - $350
Weekend Availability
+$150Frequently asked questions
About Sabina
Experienced Head of Customer Support | Driving Excellence
Haymarket, United States - 1:54 am local time
If that sounds familiar, I can help.
👋 Hi, I’m Sabina—CX & Support Ops Consultant for Scaling Teams
I help startups and growing businesses build scalable, efficient, and customer-centric support operations. With over 20 years in customer-facing roles and more than 7 years in senior leadership, I’ve built support orgs from scratch, turned around underperforming teams, implemented scalable systems, and managed large in-house and BPO teams across SaaS, fintech, and service industries.
Whether you need help launching a new support function, streamlining your CX workflows, transitioning to a BPO model, or making sense of your metrics—I’ll bring structure, clarity, and momentum to the table.
🌟 What I’ve Done (and What I Can Do for You):
Built and scaled a support org from 0 to 50+ team members
→ Designed the full CX org structure, hiring plan, onboarding, KPIs, and growth path
Reduced support costs by 50% through offshore BPO implementation
→ Led end-to-end partner selection, onboarding, training, and performance oversight
Increased resolution time efficiency by 30%
→ Leveraged AI, automated workflows, and integrated tool stacks (Zendesk, Salesforce, Jira)
Maintained 98% CSAT during high-growth and high-change phases
→ Focused on feedback loops, rapid coaching frameworks, and frontline empowerment
Launched a Voice of Customer (VoC) program and improved NPS by 20%
→ Built a feedback system using UserVoice + Pendo, aligned with Product roadmaps
Managed global teams of 300+ (in-house and BPO combined)
→ Balanced culture, collaboration, and performance metrics across time zones
Created onboarding & training programs that cut ramp time by 40%
→ Developed modular learning paths, LMS integration, and KPI-linked learning goals
🔧 Areas of Expertise:
Customer Support Operations & Audit
Tiered Support Strategy (0–2)
BPO & Vendor Management
CRM & CX Tools (Salesforce, Zendesk, Gainsight, Pendo, UserVoice, Jira)
AI & Automation Strategy for Support
Knowledge Base & Help Center Setup
Workforce Management (WFM) & SLA Design
VoC Programs & Feedback Loop Integration
Support Playbooks, SOPs & Process Optimization
Support KPI Development & Dashboard Design
Change Management & Org Design
Cross-functional Alignment (Product, Engineering, CX, Ops)
⚡ Who I Work With:
Founders & Ops leaders building CX from scratch
Customer support teams looking to scale smartly
Startups prepping for rapid growth or funding rounds
Companies transitioning to BPO models
Teams overwhelmed by tools, tickets, or talent gaps
Organizations stuck between "startup chaos" and “enterprise structure”
I understand the pain points at every stage of growth. I’ve worked across hospitality, SaaS, fintech, and government identity tech—and I know how to balance empathy with execution.
🧠 My Approach:
I don’t believe in cookie-cutter audits or bloated strategy decks that no one uses. Instead, I roll up my sleeves, get inside your workflows, and uncover what's working, what’s not, and how to fix it in a way that fits your team and customers.
Each engagement includes:
✔️ A discovery session to understand your org’s maturity and goals
✔️ A CX/support audit aligned to your tech stack, team, and growth stage
✔️ A clear set of recommendations or deliverables (from playbooks to tool suggestions)
✔️ Optional coaching for your leads or BPO partners
✔️ Support rollout guidance or ongoing advisory, if needed
📂 Deliverables I Can Help With:
Support team org design & hiring plans
SOPs, escalation flows, and knowledge base content
Help desk & CRM implementation guidance
Support dashboard setup (CSAT, NPS, backlog, SLA, FCR, etc.)
VoC frameworks and reporting models
BPO onboarding and training documentation
Monthly Ops Reviews and CX health assessments
Strategic 30-60-90 day roadmaps for internal teams
💬 Why Clients Trust Me:
Because I’ve sat in the leadership seat, not just on the sidelines. I understand the pressure to deliver outcomes fast while maintaining team morale, cost discipline, and customer trust. I’ve worked with high-growth companies where scrappy execution meets strategic rigor. I bring the same mindset to every project—focused, adaptable, and always customer-first.
💻 Let’s Connect:
Whether you’re starting from scratch or fixing a growing pain, I’m ready to dive in. Let’s turn your customer operations into a competitive advantage.
Steps for completing your project
After purchasing the project, send requirements so Sabina can start the project.
Delivery time starts when Sabina receives requirements from you.
Sabina works on your project following the steps below.
Revisions may occur after the delivery date.
Kickoff & Discovery (60-min Call)
We'll align on goals, gather context on your current support operations, and discuss key pain points, tools, and team structure.
Audit & Analysis of CX Operations
I’ll review your tools, workflows, team setup, and metrics to identify gaps and inefficiencies across support and CX touchpoints.