“Mark brought significant operational improvements to our team and helped us implement 24/7 live chat coverage.”
Nouran Smogluk, Director of Support @ Hospitable
Support that holds up when you grow
I work with SaaS, agency and ecommerce teams who either have no support function yet, or built one in a hurry and never revisited it. I find out what's actually happening, put it in order, then build the parts that are missing.
Experience at
- 5+ years at Shopify
- Built support from zero at Fishtank
- Launched 24/7 live chat at Hospitable
- 100% positive CSAT & retention in the measured Fishtank period
Most support problems are design problems
Tickets get reopened because nobody ever wrote down what resolved means. The same question arrives fifty times a month and there's no article to send. Reporting never got set up, so decisions come down to whoever sounds most confident in the meeting.
None of that shows up in a CSAT score. Customers feel all of it.
About Mark
I work on customer experience, mostly the part after the sale where support, success and operations run into each other.
More than five years at Shopify in escalated support and incident response. I built the support function at Fishtank from nothing, and set up Live Chat and scaled Escalated Support at Hospitable. Nine years on wildfire crews before any of that.
What I'm good at is connecting what happens in a ticket queue to the things leadership actually tracks.
Three ways to work together
CX Setup. For teams with no real support function yet, or one person handling it alongside another job. I choose the helpdesk, set up queues and routing, write the first round of documentation, and get whoever runs it ready to run it. This is what I did at Fishtank, where there was nothing before I started.
CX Audit. A week spent going through your support operation twice, once the way a customer experiences it and once the way your team does. You get a written assessment, a prioritised list of what to fix, and a plan for the next 90 days.
CX Build. The audit tells you what to do. This is me doing it. Helpdesk migration, knowledge architecture, a QA programme, escalation design, reporting. Built so it keeps working after I've gone.
What clients say
Two of the people I have worked with recently.
“Mark’s CX Audit turned a vague sense of ‘we need to improve UX’ into a concrete roadmap with clear, actionable steps and a more scalable support system.”
Mitch Rawlyk, Founder @ LandScope.earth
Not sure what you need yet
Tell me what's going on with your support and I'll tell you whether I'm the right person for it. If I'm not, I'll usually know someone who is.