Why choose us?

We’ve been on both sides of the support desk. From answering tickets late at night to making tough decisions in a leadership role. And we know what it feels like when the bridge between the two begin to crumble, when burnout feels inevitable.

Our approach isn’t about chasing metrics or getting the fastest response times in the industry. We strive to help your agents remember why they love helping customers, while supporting leadership with insights and feedback they might not have seen. We don’t work against each other, we work together. That’s how teams find alignment, confidence, and the energy to do their best work.

The Hummingbird - 30 days

Get a quick, clear view of your team’s health without committing to a full overhaul. We identify weak points, gather team feedback, and highlight high-level training needs. You’ll receive a concise Support Health Summary, top risks, and quick wins to guide your next steps. Perfect for small teams or founders who want clarity before diving deeper.

$2,000

The Bluejay - 60 days

Transform your team’s performance and alignment in just 60 days. We dive deep into processes, run feedback sessions, provide practical training, and coach leadership. Deliverables include updated training materials, communication standards, and escalation playbooks. Ideal for growing teams or leaders ready to fix inconsistencies and build confidence.

$4,000

The Heron - 90 days

Build lasting change with ongoing coaching, leadership development, and culture stabilization. This service includes everything from the 60-day Reset plus reinforced training, mentorship, and long-term change support. You’ll get stronger leadership, sustained behavior improvements, and reduced burnout across your team. Perfect for scaling teams seeking deep, long-term impact.

$6,000

Example Timelines

30-day

    1. Kickoff meeting to discuss goals, programs in use, etc.

    2. Review existing support metics like CSAT, response time, ticket volume

    3. Review team organization chart, roles, and responsibilities

    1. Conduct 1:1 interviews with 3–5 support team members and 2-3 leads

    2. Deploy anonymous team survey customized to your companies specific areas of concern that cover workload, training, and communication

    3. Identify recurring pain points or morale issues

    1. Audit recent support tickets for response quality and escalation patterns

    2. Spot gaps in knowledge sharing, workflows, or customer experience

    3. Highlight immediate operational risks

    4. Meet with Leads to discuss findings and feedback

    1. Compile Support Health Summary for your company

    2. Identify Top 3 Risks + Quick Wins (e.g., unclear escalation path, inconsistent templated responses)

    3. Recommend next steps (potentially upgrading to 60-day Reset)

60-day

    1. Conduct full team interviews and workshops

    2. Audit ticket history, workflows, and KPIs

    3. Benchmark against industry standards

    1. Identify skill gaps per agent

    2. Begin practical training sessions (ticket handling, escalation protocols)

    3. Introduce team communication standards

    1. Train team leads on expectation setting, escalation guidance, and coaching techniques

    2. Conduct alignment sessions with Example Company leadership to set goals and priorities

    1. Finalize updated training & onboarding materials

    2. Create escalation playbooks and communication SOPs

    3. Implement standardized ticket templates and response guidelines

    1. Run QA on tickets to confirm adoption of new standards

    2. Conduct team feedback survey to measure improvement

    3. Ensure leadership feels confident and aligned

90-day

    1. Conduct full team interviews and workshops

    2. Audit ticket history, workflows, and KPIs

    3. Benchmark against industry standards

    1. Ongoing agent training refreshers

    2. Weekly leadership coaching sessions

    3. Introduce peer coaching or mentorship among agents

    1. Reinforce communication and escalation standards

    2. Conduct shadowing sessions to observe adoption

    3. Address any gaps in onboarding or training

    1. Implement recognition systems for good performance

    2. Encourage collaboration and cross-team knowledge sharing

    3. Focus on building team trust and morale

    1. Advanced leadership coaching (conflict resolution, delegation, motivating team)

    2. Conduct team workshops to reinforce new behaviors and reinforce best practices

    3. Midpoint evaluation: review KPIs, customer experience metrics, and agent satisfaction

    1. Create a roadmap for future growth (tiered support, leadership succession, process scaling)

    2. Identify ongoing KPIs to track performance and agent well-being

    3. Final presentation to leadership: summary of wins, sustained changes, and roadmap for next 6–12 months

Regardless of the tier you choose, we will schedule a 30-day follow-up meeting with leadership and support staff to gather feedback on implemented changes. During this session, we will gather feedback on the implemented changes and whether additional adjustments should be made (at no additional cost).