Managed Support Operations

Your Support Function,
Built and Run for You

We design your support team, define the roles, build the processes — then embed as your operational partner and manage day-to-day support so your founders and engineers can focus on the product.

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✓ Build or take over existing support ✓ Works with your current tools ✓ Transition to in-house when ready
Engagement Snapshot
Setup sprint4–8 weeks
Setup investmentFrom €8,000
Ongoing managementFrom €2,200/resource/mo
Minimum term3 months
Start with a Free Review
The Problem

Support Is Falling Through the Cracks

When support is handled ad-hoc — by founders, engineers, or an under-resourced hire with no structure — the cost shows up in churn, escalations and blocked enterprise deals. Not in a single incident you can point to.

🔥

Engineers on Support

Every hour a developer spends triaging tickets is an hour not spent on your product. At 20+ customers this cost is significant — but without a dedicated function, it's invisible in your metrics.

📉

No Coverage Model

Support quality depends on who's available. When the one person who handles tickets is on leave, sick or overloaded, customers wait — and some of them quietly start evaluating alternatives.

📋

No Hiring Playbook

You know you need to hire a support person. But without a defined role, clear KPIs and a structured onboarding plan, every hire starts from scratch — and often leaves before they're effective.

⚠️

Enterprise Deals Stall

Larger buyers ask about your support model before they sign. "We have a shared inbox" or "our team handles it" doesn't pass enterprise procurement reviews — and loses deals at the final stage.

Two Tracks

Build. Run. Hand Over When Ready.

We operate in two modes — and most engagements involve both. We set up the function correctly from the start, then embed as your operational partner for as long as you need us.

Track 1 — Team Build

We design your support function so your next hire succeeds from day one

  • ✓ Role design — Job titles, responsibilities, seniority levels and reporting structure that match your stage and budget
  • ✓ Hiring briefs and interview framework — Structured scorecards and interview guides so you hire for operational competence, not just enthusiasm
  • ✓ 30/60/90 day onboarding plan — A structured ramp so new support hires become effective in 90 days, not 9 months
  • ✓ KPI and performance framework — Clear metrics so you and your new hire both know what good looks like
  • ✓ Process documentation — Ticket handling procedures, escalation paths and customer communication templates ready for handover
Track 2 — Managed Operations

We run your support function as your embedded operational partner

  • ✓ Daily ticket queue management — We own triage, categorisation, prioritisation and first-response across your support channels
  • ✓ SLA management and reporting — We track response and resolution times against agreed targets and report weekly
  • ✓ Incident and escalation management — Structured escalation paths, incident communication and post-incident documentation
  • ✓ Monthly operational review — A structured monthly review of volume trends, quality metrics and improvement actions
  • ✓ Continuous improvement — We identify recurring issues, propose fixes and keep your support operation improving month-on-month

Examples are illustrative and based on common operating patterns. Scope is agreed and documented before work begins.

How It Works

From Handover to Running in 4 Weeks

A structured transition so nothing falls through the cracks and your customers notice an improvement, not a disruption.

01

Discovery & Current-State Review

We review your existing support setup — tools, ticket volume, response times, escalation patterns and team structure. We interview key stakeholders and document what's working and what isn't. Takes 3–5 days.

02

Process Design & Tooling Configuration

We design the operating model — triage rules, priority categories, SLA targets, escalation paths and communication standards. We configure your existing tooling to match. No new software required unless agreed.

03

Parallel Running & Handover

We run alongside your current setup for 1–2 weeks, handling tickets in parallel. This catches edge cases, builds confidence and ensures continuity before we take full ownership of the queue.

04

Full Embedded Management

We own the queue. Daily triage, SLA management, escalation handling, incident documentation and weekly status reports. You retain full visibility through your existing tooling.

05

Team Build (If Required)

When you're ready to hire, we build the role framework, job briefs and interview process. We run the operational handover to your new hire with a structured 30/60/90-day ramp plan.

06

In-House Transition (Optional)

When you want to bring support fully in-house, we manage a structured 4–6 week transition — handing over all documentation, processes and tribal knowledge to your permanent team.

What You Get

Deliverables & Current-State Benchmark

Documented Deliverables

  • Support Operating Model document
  • Ticket triage and categorisation framework
  • SLA targets and escalation path documentation
  • Role definitions, job briefs and interview scorecards
  • 30/60/90-day onboarding plan for new support hires
  • KPI dashboard and weekly/monthly reporting templates
  • Customer communication templates (acknowledgement, update, resolution)
  • Incident management and post-incident review playbook

Typical Starting Point

Where most clients are when they come to us. Examples based on common operating patterns — results vary.

Ticket structure & ownership15%
SLA adherence & visibility10%
Escalation process20%
Reporting & metrics5%
Team structure & coverage10%
Is This Right For You?

Good Fit & Not the Right Fit

✓ Good Fit
  • B2B SaaS companies with 10–150 customers handling support informally
  • Founders spending 5+ hours per week on support tickets or escalations
  • Companies preparing to hire their first dedicated support person
  • Teams where one person owns support and coverage is a single point of failure
  • Businesses that have failed to retain a support hire due to lack of structure
  • Companies losing enterprise deals because of weak support model evidence
✕ Not the Right Fit
  • Companies with an established, well-resourced support team that just needs tooling
  • Businesses looking for 24/7 call-centre style consumer support
  • Organisations that need deep product expertise embedded in support from day one
  • Companies not willing to share access to their ticketing platform and customer data
Pricing

Transparent Pricing

Every engagement starts with a fixed-scope setup sprint. Ongoing management is priced per resource — starting from €2,200 per resource per month, scaling with the size and scope of your operation.

Team Build Sprint
From €8,000
4–6 weeks · One-off
  • Current-state support review
  • Role design and job brief
  • Interview and evaluation framework
  • 30/60/90 onboarding plan
  • KPI and performance framework
  • Process and escalation documentation
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Most Common
Setup + Managed Operations
From €8,000 + €2,200/resource/mo
4–8 week setup · Then monthly
  • Everything in Team Build Sprint
  • Full ticket queue management
  • SLA ownership and weekly reporting
  • Incident and escalation management
  • Monthly operational review
  • Continuous improvement recommendations
  • In-house transition support when ready
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Managed Operations Only
From €2,200/resource/mo
3-month minimum · Then rolling
  • For companies with existing process
  • Ticket queue and SLA management
  • Escalation and incident handling
  • Weekly status reporting
  • Monthly operational review
  • 30-day notice after initial term
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FAQ

Common Questions

We embed as your operational support lead — managing ticket queues, triaging incidents, owning SLA adherence and running escalations. You retain visibility and control through your existing tooling; we handle the day-to-day execution. It works whether you have no support function yet or an existing one that needs restructuring.

Yes. We design the roles you need, write the job briefs, build the interview and evaluation framework, create the onboarding playbooks, and define the KPIs the new team will be measured against. You hire the people; we make sure whoever joins has a working system to step into — and a structured 90-day ramp so they become effective quickly.

A typical transition takes 2–4 weeks: one week for access, tooling and documentation review; one to two weeks of parallel running; then full handover. For companies with no existing process, we build and run simultaneously from day one — usually operational within the first two weeks.

Yes. We work with Jira Service Management, Zendesk, Freshdesk, Intercom, HubSpot Service Hub and most other service desk platforms. We configure what you have rather than requiring new software spend. If your current tooling isn't fit for purpose, we'll tell you before the engagement starts — not after.

We plan for this from day one. Every process we run is documented. When you're ready to hire a permanent team, we run the transition, hand over all documentation and train whoever takes over — typically in a 4–6 week structured handover. The goal is always to leave you better than we found you, whether you continue with us or not.

Managed Operations engagements start with a 3-month minimum. This gives enough time to stabilise operations, surface patterns in your ticket data and show measurable improvement in response times and SLA adherence. After the initial term, it's rolling monthly with 30-day notice from either side.

Start With a Free Operational Review

A 30-minute call to understand your current support setup, identify the biggest gaps and recommend whether a Team Build, Managed Operations or both is the right next step — at no cost.

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