I help gaming and live-service companies design structured customer support operations that scale. From first hire to global coverage.
Your ticket volume doubled. Then it doubled again. What started as a shared inbox became a patchwork of tools across three time zones, none of them talking to each other.
Routing is manual. Escalations depend on whoever happens to be online. Your knowledge base exists in theory but nobody maintains it. The BPO you hired last year handles volume but not quality, and their contract is up for renewal with no performance baseline to evaluate against.
Meanwhile, your founders are still reviewing escalations. Your Head of Product is fielding support questions in Slack. And every new market you enter adds another layer of complexity that your current structure was never designed to absorb.
Every engagement follows the same structural logic. A three-phase progression from reactive support to an intelligent, scalable operation.
Establish governance, consolidate tooling, and define clear role ownership.
Redesign routing logic, automate repetitive workflows, and industrialise the knowledge base.
Deploy AI-assisted translation, workforce forecasting, and global quality standards.
This framework is the foundation of every engagement. The detail adapts to your operation. The progression does not. Explore the full framework
Results from a global support transformation at Wargaming. Read the full case study
I lead every engagement personally. Strategy is never delegated to junior staff or passed to a partner firm.
When your situation requires specialist capability (a trusted BPO for regional coverage, localisation expertise for a new market, or automation engineering for a complex integration) I activate the right people from a network I have built over years of operating in this space.
I have no platform allegiances. No preferred vendor list. No referral arrangements. My recommendations are based entirely on what your operation needs.
A 30-minute discovery call. No commitment, no pitch deck. Just a structured conversation about where your support operation is today and what it would take to get it where it needs to be.
Book a Discovery Call