Case 01
Building a High-Performing Support Team
Built a 50+ person tiered support org from zero, with an offshore model that cut operating costs in half.
Situation
The company had no structured support team, leading to inefficiencies and delayed issue resolution.
Task
Build a team of over 50 people, establish a tiered support system, and implement a cost-effective offshore support model.
Action
Collaborated with cross-functional leaders from HR, operations, and finance to design and implement the support team structure. Led the recruitment, onboarding, and training processes. Established a tiered system to efficiently route and resolve customer issues and selected offshore support partners.
Results
Built a team from 0 to 50+, reducing operational costs by over $2 million, and improved response time and issue resolution efficiency. The offshore support model resulted in a 50% reduction in operational expenses.