The role.
Share experience running a complex support organization and evaluating its software. This short advisory engagement covers how teams select, implement, and improve customer service tools.
What you’ll do.
- Discuss support vendors, integrations, workflows, and vendor management in structured interviews.
- Share experience evaluating and implementing support tools, including agent workflows, integrations, customer experience, costs, and adoption.
- Review AI-assisted support concepts and assess their usefulness for teams.
What you bring.
- Current or recent work as a Head or Director of Customer Support or Customer Experience.
- Responsibility for a complex support organization and its software stack.
- Experience assessing where AI and automation have worked and where they have not.
- Experience testing or deploying AI in support, with an understanding of customer impact and operational limits.