Your CX playbook for Scalable Customer Support During Hypergrowth

Ty Givens
Jul 1
2 min read

Updated: 3 hours ago

Why We Wrote This Playbook

At CX Collective, we’ve seen one thing happen over and over again: startups hit a growth spurt, and their support team collapses under the weight of it.

What starts as a simple shared inbox turns into an avalanche of tickets. What used to be fast, helpful, human CX turns into rushed replies and internal chaos.

It’s not your fault. Most startups are told to focus on acquisition, not retention. Most founders are taught to move fast—even if support breaks in the process.

This playbook exists to change that.

Team collaborating on customer experience strategy with laptops in a modern office, planning scalable CX systems.

What’s Inside the Smart Scaling CX Playbook

This 12-page, operator-backed guide is your blueprint for turning chaotic support into a strategic advantage. Whether you’re just standing up your CX team or already managing dozens of agents, this playbook helps you scale smart—not reactively.

Here’s what you’ll learn:

The 3 Levels of CX Maturity: Understand where you are today—and what you’ll need tomorrow.
What Smart Scaling Actually Looks Like: From team structure to tooling, metrics to training.
Real Brand Examples: How brands like The Detox Market and Freddie built high-performance CX systems under pressure.
The Scaling Checklist: A field-ready list to audit your support ops right now.

Who This Is For

We designed this playbook with hypergrowth and transformation companies in mind. It’s especially useful for:

Founders building support from the ground up
CX leaders inheriting messy systems
Operators prepping for Series A or B
Teams scaling beyond 10 agents
Anyone who’s tired of fire drills and quick fixes

A Tool for Teams and Boardrooms Alike

Need a way to articulate the ROI of CX to your leadership team?
Need your support agents to understand where you’re headed?
Need a clearer roadmap for building systems that scale?

The Smart Scaling CX Playbook gives you the language, logic, and structure to get buy-in and build better.

Ready to Scale Smart?

About CX Collective

Founded by Ty Givens, CX Collective helps high-growth companies scale customer experience that drives loyalty, reduces chaos, and fuels long-term growth. We don’t just talk about CX—we build it.

Book a 15-min Intro Call

Let’s talk about your CX operation today—and what it could look like with the right structure, systems, and support.