I'm your fractional head of CX. I run the desk — coaching the agents you have, or hiring you new ones — and I tell you what your tickets are actually costing you.
Book a callor see a real report
“Matt is our fractional head of revenue, and CX is what he actually runs. Before him our support inbox was a cost line we tried to shrink. Now it tells us which products are breaking, what each complaint costs us, and what to fix in our marketing.”
Richie MashikoCEO, She’s Birdie
The part nobody art-directs
Right now support is a cost line you are trying to shrink.
The help desk gives you a chart. Nobody owns what the chart says.
The same complaint arrives forty times in a month and nobody totals it, because each one got handled and closed.
A return reason is a defect report that arrived in the wrong department.
The refund you gave to end the conversation is a line item, and it has a cause.
Nobody puts support in the brand deck. It is the only part of the brand that answers back — the one place a customer tells you the truth, unprompted, in writing, for free.
Nobody counted this. Which is why it is still happening.
Every place a customer can message you: email, live chat, social comments and DMs, Shopify, TikTok Shop and Amazon. Returns, exchanges, where is my order, damaged in transit. All of it.
Saved replies, tags, routing, and your rules written down so nobody has to guess. Works with Gorgias, Richpanel or Zendesk.
Already have agents? I take them over, train them and set the rules. Don't have any? I hire them onto my payroll, so you never post a job. Either way a team lead answers their questions and nothing sits unanswered, so none of it lands on your phone.
After a reply goes out, software scores it and flags anything bad. I read the flags myself, agent by agent. So you hear about a bad answer from me, not from a one star review.
Pricing
$4,000 a month buys you a head of CX. I own your policies, your help desk, the quality of every reply, and the page each month that says what to fix. If you already have agents, I take them over and coach them. If you don't, I hire them for you at cost plus 10%. Both numbers sit on the same invoice, so you always know what you are paying for.
How many tickets you get decides how many agents you need. That is why the call starts with your ticket count.
Who this is not for: apparel and other brands with lots of returns, and brands under about 400 tickets a month. If that is you, the call is short and free, and I will tell you what to do instead.
Most agencies send you a chart from the help desk and call it a report. You get a page that tells you what to do:
Seven years buying media, and ten in and around DTC growth, creative and operations. I have run my own agencies and helped grow other people's.
I was Head of Growth at an AI help desk company, so I know what these tools really charge and where the discounts are. And I do this job right now: I run growth, creative and support on one budget for a DTC brand, whose founder I had advised for six years before that.
I came at support from the other side of the building, which is why I read a ticket as a marketing problem with a person attached.
Roger is that job, packaged up. You get me, a team answering your customers, and one page a month that shows the work.
The dog is Roger too. Bloodhounds follow a scent back to wherever it started, which is more or less the whole job.
Thirty minutes. I will tell you what your support should cost, where you are overpaying, and what your first report would show. If you do not need me yet, I will say so.
Book a call