When support outgrows the system it was built on
One person is holding support together. That works until it doesn't.
CX Collective is a support operations partner for companies running 5 to 20 support agents. We build the platform, workflows, staffing model, quality program and reporting, then stay until it works.
Two weeks, from $3,500, credited toward the build. Your range comes back in writing first.
The situation
The same problem looks different depending on where you sit.
What it looks like from the outside
A backlog that will not clear, no matter who you add.
Escalations landing on your desk that should never have got there.
Two reports on the same month that do not reconcile.
A launch that support turned out not to be ready for.
Nobody can tell you whether it is a people problem or a system problem.
What is actually happening
Workforce management, quality, reporting, platform configuration and AI are five specialist jobs.
A team this size cannot justify five specialist salaries, so one person covers all of it.
That person is also running the team, which is the job they were hired for.
Nothing is documented, because documenting it is the seventh job.
So the operation runs on what one person remembers.
It is not a people problem. It is math, and math is fixable.
We become the operations team a company this size cannot afford to hire five times over. One partner covering platform, workflow, workforce management, quality assurance, reporting, training and AI. We build the systems, implement them, and stay until they work.
The cost of leaving it is not the headcount. It is the capacity you are already paying for and not getting.
Who usually calls us
Sometimes it's the support leader. Often it's the person above them.
The call usually comes because something is not getting done and nobody can say exactly why. Backlog that will not clear, numbers that do not reconcile, a launch that support was not ready for.
That is almost never a people problem. It is a system that outgrew what it was built for, and the person running it has been holding it together without the tools to fix it properly.
Either way, the support leader is part of the engagement, not the subject of it. We assess the system, not the person running it. When it's finished, they're the one holding the plan.
How we help
Wherever you are, there is a next step.
Every engagement starts with the Blueprint, because buying the wrong build is more expensive than finding out first.
Blueprint
Start hereSomething is wrong. Nobody can say exactly what.
Two weeks inside your operation. A scored audit of platform, workflow, staffing, quality and reporting, a prioritized 90 day plan, and a price against every recommendation.
Then, depending on what we find
Launch
There is no system yet.
We build the platform, workflows, documentation and training from a blank slate.
Scale
The system exists and it is buckling.
We fix the queues, the macros nobody trusts, and the numbers leadership questions.
Automate
The AI question is on the table.
We check whether your documentation and workflows can actually support an AI agent, then build it.
And when you want someone to keep it running
Why we're different
We're not selling you software, seats, or a slide deck.
Results
What actually changes.
Every figure comes from a real engagement, with the period it covers.
Wait time on the top contact driver, after a rebuilt returns process and a retrained team.
Beauty and DTC brand
Saved in 3 months from one homepage chatbot. 5,400 contacts self-served, 720 agent hours freed, 1.5 FTE of capacity back.
DTC brand
To clear a holiday backlog of over 1,000 daily tickets. December 2nd to January 10th, 1,567 replies sent.
Ecommerce brand
"They were easy to talk to, very proactive and responsive, and very knowledgeable in many areas for CX."
Lou Liebau, Technology Operations Director, BidZoo. Verified Clutch review.
Process
How an engagement actually works.
Blueprint
Two weeks. From $3,500, credited toward whatever you build next. A scored audit and a price against every recommendation.
You pick
You choose what to move forward with, line by line. No bundle you did not ask for.
The build
Starts once the first payment is in. 6 to 16 weeks depending on scope, hands-on the whole time.
The handoff
Documentation, training, and a clear plan for what happens next, whether you run it or move into Operate.
About Ty
25 years running support operations, not advising on them.
Before I started building support operations for other companies, I built and scaled them myself, at See's Candies, Thrive Causemetics, The Honey Pot Co., Herbalife, and ShoeDazzle. I have run the version of this job your team is running right now: too many disciplines, not enough hours, and everyone counting on one person to figure it out.
That is the expertise I bring into every engagement. Not theory. Twenty-five years of having actually done it.
FAQ
Questions, answered.
What is a support operations partner?
One team covering the disciplines a growing support org needs but cannot staff individually: platform configuration, workflow design, workforce management, quality assurance, reporting, training and AI. We build the systems, implement them, and stay until they work.
We already have a support leader. What is their role in this?
They run it with us and they keep running it after. We are not an audit of their performance and we do not report on them. They are in every working session, they own the decisions, and when it is finished they are the one holding a documented system they can actually run.
What does this cost?
The Blueprint starts at $3,500 and is priced on how many systems are in scope. Build pricing comes out of the Blueprint, against your actual findings, so you never get a number before we know what the work is.
Do we have to start with the Blueprint?
Almost always, yes. Buying the wrong build is more expensive than finding out first, and the fee comes off whatever you build next.
How is this different from hiring internally?
A 12 person team cannot justify four specialist salaries, but still needs the work those specialists would do. You get all of it for a fraction of one hire, and we leave the documentation behind.
How long does an engagement take?
About three weeks from yes to a finished Blueprint. Builds run 6 to 16 weeks depending on scope.
Know what's broken before you spend real money fixing it.
Six questions about your setup, and your range comes back in one business day, in writing, along with what we'd need to confirm to firm it up.