Sherwood CX . Work With Me

Fix your CX before it breaks your growth

Most teams do not notice their support systems failing until customers start leaving. I help founders get ahead of that, turning messy CX into a repeatable, scalable operation that runs cleanly at any size.

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No pitch. Just clarity on what is holding your CX back.

When CX runs on chaos, growth costs you more than it gives you

If your team lives in the inbox, you are burning money. Response times slip. Refunds climb. Customer trust erodes quietly in the background.

Every new hire adds more complexity, not more clarity. Leadership feels the pain but cannot see exactly where the system is leaking.

Most founders assume it is a hiring issue or a bad tool. It is not. It is a system issue. This is the point where I step in.

Simple, practical, built to scale

Every engagement follows one principle. clarity before complexity. We fix what is broken, automate what is repeatable, and build habits your team can sustain without me.

You do not need more software. You need an operating model that actually works.

Three ways to work together

Choose the level of partnership that matches your stage. audit, implementation, or fractional leadership. Each option is designed to give you leverage, not more complexity.

Option 1

CX System Audit

Duration . 1–2 weeks

Investment - starting at $1,000

Best for founders who know something is off but cannot see where the leaks are. You get a clear, honest picture of how your support operation is performing across tools, workflows, and metrics.

  • Deep dive into workflows, queues, and team capacity
  • Analysis of response times, backlog, refunds, and churn drivers
  • Visual map of friction points and failure modes
  • Prioritized roadmap that shows what to fix first and why

Outcome - confidence and clarity about what to fix, in what order, and what to stop doing so your team can breathe again.

Option 2

Helpdesk or Intercom Build

Duration . 2 to 6 weeks

Investment - starting at $2,500

Best for teams ready to move out of duct tape mode and into a system that scales cleanly. We design and implement a helpdesk setup that matches how your business actually works.

  • Full implementation of Intercom or your chosen helpdesk
  • Routing, SLAs, macros, views, and automations built for your workflows
  • AI and knowledge management wired into daily work
  • Internal documentation and playbooks so your team owns the system

Outcome - a lean, automated CX engine that works whether you handle fifty tickets a week or five thousand.

Option 3

Fractional CX Leadership

Duration . 2 months and ongoing

Investment - starting at $1,800/month

Best for startups that are scaling fast or preparing for a full time Head of CX. I embed as your senior CX operator to design the strategy and build the systems your team will run long term.

  • End to end CX strategy aligned with company goals
  • Rebuild of processes, queues, and reporting structure
  • Coaching for managers and senior agents
  • Executive level insight into what CX is costing and creating

Outcome - a mature CX org that delivers predictable results and clear signals back to product, operations, and leadership.

These systems already work in the wild

“Mark brought significant operational improvements to our team and helped us implement twenty four seven live chat coverage.”
Nouran Smogluk, Director of Support at Hospitable
“Mark’s CX audit turned a vague sense that we needed to improve UX into a concrete roadmap with clear, actionable steps.”
Mitch Rawlyk, Founder at LandScope
“Mark brought clarity, structure, and momentum to a high volume global support team. He connects the day to day work to the bigger picture.”
CX leader at Shopify

No fluff. No pressure. Just results.

We keep the process simple so you can focus on running the business instead of managing another long project.

Step 1 - Book a discovery call

We talk through your current systems, goals, and bottlenecks. You share where it hurts. I dig into what is underneath.

Step 2 - Receive your CX roadmap

You get a clear view of what is working, what is not, and the sequence of changes that will make the biggest impact.

Step 3 - Execute and scale

We fix what is broken, automate what makes sense, and build systems and habits so your team can keep improving without extra drama.

Common questions

What size companies do you work with?

I work with SaaS and ecommerce teams from very early stage (including pre-revenue startups that want to set CX up properly or build a plan) through to scaleups in the one to fifty million revenue range. If customers already matter to your business model, we can make CX work for you.

Can you work alongside an existing CX leader?

Yes. Many engagements involve mentoring a current manager or Head of CX. I bring the operating model and structure. they keep the day to day ownership.

Do you guarantee results?

No consultant can promise a specific number. What I do promise is a clear diagnosis in week one and honest insight into what is holding your CX back. Even if you choose not to continue, you will leave with more clarity than you started with.

Your CX should be an advantage, not a liability

If your support team is working hard but your systems are not keeping up, it is time to change the way CX operates across your company.

Book a discovery call