Stop Spending Your Best Hours
on Support.
Fractional Head of Support leadership for B2B SaaS and fintech. Control your support unit economics, protect renewals, and win back founder time without hiring a full-time VP.
15+ years leading support at D2L, AlayaCare, and FreshBooks.
Download the 90 day advisory overviewThe Problem
B2B SaaS support is a cost center that erodes your unit economics.
Most founders operate support like a shared inbox. No SLAs. Escalations live in Slack. The help centre has not been updated in months. Renewals slip because customers felt ignored. The CTO spent a full day firefighting instead of shipping.
Support operations never get better on their own. Without process design and active leadership, your cost per ticket stays high, ticket volume grows faster than revenue, and leadership time spent in support compounds every quarter.
The fix is not hiring faster. It is designing the system first, measuring what matters, and treating support operations as a strategic cost that needs active management.
Make money
Revenue lost
Chaotic support erodes renewals and blocks expansion. Prospects ask about support quality in deals. When the answer is vague, you lose.
Cut costs
Cost multiplied
Without systems, support ticket volume scales linearly with customers. Your cost per ticket stays high and headcount grows faster than revenue.
Save time
Focus stolen
Founders spending 4+ hours a week in support are not building product. That is the most expensive support cost of all.
Background
I have done this before, at scale.
15+ years leading support, CX, community, and education for companies that outgrew their processes. VP Support, Knowledge & Community at D2L. Director Customer Support at AlayaCare. Former FreshBooks technical support specialist. I have helped organizations across government, healthcare, finance, and education build world class support functions from scratch.
Services
B2B SaaS support operations made simple and measurable.
Fractional Head of Support
Senior support leadership on a part-time basis for B2B SaaS and fintech. I own support operations strategically, reduce leadership interruptions, and build the systems that control cost per ticket.
- Make moneyTighter SLAs and escalation playbooks reduce churn and protect renewals. Better support operations become a sales proof point in competitive deals.
- Cut costsRight-sizing your support team and processes before you over-hire. Fractional leadership without a $160K to $200K full-time VP salary.
- Save timeFounders and product leaders exit the queue permanently. You get a monthly summary instead of firefighting every escalation.
Support Operations & Knowledge Systems
Hands-on design and optimization of your support infrastructure: workflows, tooling, knowledge base, and the metrics that measure unit economics.
- Make moneyA well-maintained knowledge base deflects tickets and reduces time-to-value for new customers, directly supporting expansion revenue.
- Cut costsAutomation, smarter routing, and a living knowledge system reduce cost-per-ticket without adding headcount. Every deflected ticket is margin saved.
- Save timeYour support team spends less time searching for answers and more time resolving. Faster first-reply time and resolution means shorter queues.
Outcomes
What actually changes in 90 days.
These are not "better vibes" in your support team. These are measurable shifts in the three things that move the business.
Retention improves
Make money
Clear SLAs, faster resolutions, and proactive escalation handling mean customers renew. Support becomes evidence you can be trusted at scale.
Cost per ticket drops
Cut costs
Playbooks, automation, and a live knowledge base deflect volume before it hits your queue. Your team handles more with the same headcount.
Founder time returns
Save time
You stop being the last line of defence. A weekly digest replaces the daily Slack spiral. You lead the function instead of working inside it.
Metrics tell the story
Make money + cut costs
For the first time, you have clean data on CSAT, cost-per-ticket, deflection rate, and resolution time. Investors notice. Acquirers notice.
Why Stay 6 to 12 Months
Support unit economics improve every month after day one.
The first 90 days stabilize your support operations and reduce leadership interruptions. What keeps companies engaged is the compounding return: cleaner metrics, a more autonomous internal lead, and new ROI opportunities that only emerge once the foundation is solid.
Audit and stabilize
- Full audit of your support operations: ticket volume, team capacity, tooling gaps, and cost per ticket baseline.
- Quick wins launched: SLA definitions, escalation paths, triage rules, and leadership interruption controls.
- You have a clear picture of what is broken and a prioritized plan to fix it.
- Founder exits the queue. One person owns support. Cost control begins.
Playbooks, metrics, and measurable ROI
- Core playbooks written and in use: escalations, VIP customers, incidents, and renewal protection.
- Support metrics dashboard live: first reply time, resolution time, deflection rate, and cost per ticket trending.
- Knowledge base restructured and actively maintained as a deflection channel.
- First measurable improvement in cost-per-ticket and support operations efficiency.
Predictable spend and ongoing leverage
- Monthly reviews of support unit economics, team coaching, and the next ROI opportunity.
- Your internal lead is autonomous and owns support operations. You are building an asset, not a dependency.
- New projects unlock: proactive retention, expansion signals, churn risk detection.
- Support spend becomes predictable. Total cost is a fraction of a full-time VP hire, with zero hiring risk.
Compare the alternative. A full-time VP of Support costs $160K to $200K per year in salary alone — before benefits, equity, and the 3 to 6 months to hire. A fractional engagement gives you the same strategic leadership, active from day one, at a fraction of the cost and none of the long-term commitment.
How It Works
Simple, low-commitment, easy to start.
There is no long contract and no onboarding fee. The first step is a conversation.
Discovery call
A 20-minute conversation to understand your current support reality, team size, and what is causing the most friction. No pitch, no pressure.
90-day plan and pilot
If it makes sense to move forward, I put together a tailored 90-day plan covering priorities across people, process, and tooling. We agree on scope before anything starts.
Ongoing advisory
If the pilot delivers clear value, we continue on a monthly basis. You can stop at any time. Most companies stay because the ROI is obvious by month three.
Get Started
Book a 20-minute support operations review.
We will review your B2B SaaS support operations, unit economics, and leadership load. Then decide together if fractional support leadership makes sense.
Make money
Is chaotic support hurting your renewals, expansion, or sales win-rate?
Cut costs
Is your ticket volume growing faster than your team can handle it without over-hiring?
Save time
Are you or your leadership team still spending hours a week inside the support queue?
If at least one of those is a yes, book a 20-minute call. We will look at your current situation and decide together whether a fractional engagement is the right move. No pressure, no pitch.