Fractional Consultant

Build a resilient support foundation that grows with you.

With over 30 years of hands-on experience leading support teams at companies like IBM, Dell, Broadcom, Pure Storage, PagerDuty, and Extensiv, I bring practical expertise to help startups and small businesses build intentional, scalable, and high-performing customer support operations.

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Whether you're launching your first support team or facing the challenges of growth, I’ll work alongside you to design and implement systems that are tailored to your reality, not a one-size-fits-all playbook. Together, we’ll create a support operation that’s predictable, resilient, and ready to meet your customers where they are.

At Auxyly, I believe support is not just about solving problems; it’s about building trust. 

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We help with:

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• Define the right KPIs to measure.

• Improve internal collaboration with other teams  (e.g, Development, ProServ, Customer Success).

• Review & implement the Escalation process.

• Lay down the foundation for the Support org to scale.

• Implement AI tools 

• Analyse & Use data

• Review & Create process

  • Ticket/case management

  • Technical escalation

  • Customer Communication

Training for emerging support leaders and first-time managers.

Customer support lives or dies by its frontline leaders. I offer a focused leadership development program built specifically for new and emerging support managers. This isn’t generic leadership theory, it’s rooted in decades of real-world experience.

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We help with:

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• Basics of Team Management.

• Basics of Employee Management.

• Role & Responsibilities of a Customer Support Manager.

• Holding itself & the team accountable.

  • Lead with empathy while maintaining accountability

• Customer communication.

• Understand what KPIs are telling.

• Use data to make decisions.

• Build healthy KPI tracking habits. 

• The power of daily huddles, case hygiene, and foundational routines

• Basics of Change Management

• Basics of Project Management

• Understand KPIs vs OKRs

• Think globally, not locally.

• Receiving & Giving feedback

• Basics of employee 1:1s

• Drive effective team meetings.

• Handle Performance Review.

• Handle Merit increase.

• MBR & QBR presentations.

One-on-one coaching for high-potential employees (not your Rock Stars).

Sometimes, what a leader needs most is a sounding board. I offer personalized coaching for support managers, team leads, and high-potential professionals looking to level up their skills, navigate challenges, and grow into confident, capable leaders.

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Coaching sessions are tailored to each person’s goals, whether it’s stepping into a leadership role, building a high-performing team, handling escalations, or growing their presence and impact across the business.

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This is a safe, supportive space to grow, guided by someone who has been there before and knows what it takes to succeed in high-pressure, high-growth environments.

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We help with:

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• Accountability.

• Sense of Urgency.

• Commitment.

• Adaptability to change.

• Receiving feedback.

• Think globally, not locally.

• Collaboration.

• Be present.

• Talk to customers.

• Engage & Contribute.

• Learn from mistakes.