I audit your setup, build the right systems, and hand you back a support function that runs without you.
Three examples showing how I've solved real support challenges across different industries.
CDKeys saw 4–5x ticket volume spikes during major game launches, pushing response times well above 24 hours and driving CSAT into the low 70s.
The Big Bakes had no help-desk, no SOPs, and no team - while experiencing rapid 3x year-on-year growth. Every customer query went directly to the founders.
Livescribe had no KB or SOPs. Agents manually answered the same questions daily. New agents took 3+ weeks to get up to speed, and quality was inconsistent.
Three core offerings - each designed to create a measurable impact on your operations and bottom line.
I audit your current setup, recommend the right help-desk for your stack and budget, then configure it from scratch - workflows, macros, automations, and integrations included.
I design and build a searchable knowledge base and a full library of SOPs - so your agents answer consistently, new hires ramp in days, and customers self-serve without opening a ticket.
From hiring and training to shift models, escalation paths, and QA scorecards - I build the human layer of your support function so it runs around the clock without you in the loop.
Every engagement follows the same four-phase framework - so you always know where we are and what comes next.
Deep dive into your current setup, team structure, tools, and ticket data to identify exactly where the gaps are.
I deliver a tailored support blueprint - tool recommendations, workflow designs, hiring plan, and KB structure.
Full configuration, KB build, SOP writing, agent recruitment, and training - all executed to spec.
Go live with dashboards in place. Ongoing retainer available for QA monitoring, CSAT tracking, and continuous improvement.
17+ years turning support chaos into scalable, profitable operations.
I design and run scalable customer support systems - from tool selection and knowledge bases to hiring and 24/7 operations. Support isn't a cost centre - it's a growth engine.
Over the past 17 years I've worked across SaaS, e-commerce, and hardware- including a stint at Microsoft- building support functions that reduce ticket volume, cut response times, and drive measurable CSAT improvements. Alongside full-time roles, I've consulted independently for small businesses on CRM selection, team sizing, and support tooling. Whether you're starting from zero or scaling an existing team, I bring the systems and experience to get it right the first time.
I don't just answer tickets - I build the infrastructure so your team handles them efficiently at scale.
Built and led distributed support teams across time zones with full 24/7 coverage.
Every engagement is benchmarked against CSAT, response time, and ticket deflection - not just activity.
Words from the people I've worked alongside to build their support operations.
Avinash completely transformed our support operations. He came in, assessed the mess, and rebuilt everything from the ground up. CSAT went from 72% to 91% in three months.
He built our entire knowledge base, trained the team, and set up Re-Amaze workflows that now handle 40% of queries automatically. Best investment we made during our growth phase.
What sets Avinash apart is that he thinks in systems, not just tasks. He didn't just solve our immediate problem - he built infrastructure that still runs our team today, years later.
Answers to what most clients ask before getting in touch.
Start with a free 30-minute discovery call. No commitment, no hard sell.
Whether you're starting from scratch or need to scale what you have, I'd love to hear about your situation. Fill in the form and I'll be in touch within one business day.