Team set-up and restructuring
Roles, shifts, tools and workflows that fit the size you are now, and the size you're growing into.
Customer support for small and growing teams
Customer support that runs smoothly, without the firefighting.
Most companies know their support isn't great but don't know why. I audit the operation, find the leaks, then build the QA, training and processes, using AI where it helps, to fix them.
- Phone, chat and email support
- In-house, remote and offshore teams
- US and UK hours
What I fix
Most support problems in growing companies look different on the surface and come from the same few places.
Sound familiar?
- Customers get a different answer depending on who picks up.
- Replies take too long and the queue keeps creeping up.
- Every tricky case ends up on a founder's desk.
- You have a remote or offshore team you rarely get to see in action.
Agent training, QA and feedback
A clear quality standard, regular reviews of real calls, chats and tickets, and feedback agents can use on their very next conversation.
Handbooks and escalation guides
Written playbooks so every agent gives the same right answer and knows exactly when, and how, to escalate.
Remote and offshore teams
Routines, check-ins and reporting that keep a distributed team aligned across time zones, without you watching every shift.
Response times and customer experience
Finding where tickets stall and customers get frustrated, then fixing the process behind it rather than just the symptom.
Hiring help
Finding and vetting experienced support agents, so new people start well instead of starting from zero.
How it works
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A free 30-minute CS health check
A relaxed conversation about how your support runs today and what isn't working. If I'm not the right fit, I'll say so.
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A short audit and plan
I look at real calls, tickets and processes, then give you a clear written plan: what's working, what isn't, and what to fix first.
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Hands-on implementation
I build the standards, train the team and stay involved on a monthly retainer, tracking quality as it improves.
Who it's for
Small and growing companies whose support has outgrown "everyone just answers the inbox".
- Startups and SMBs, often with around 5 to 15 support agents.
- Founders and operations leads who want a calmer support function without hiring a full-time support manager.
- US and UK companies with in-house, remote or offshore teams.
- Agencies that place remote agents and want quality monitored across them, so issues are caught early rather than after a client is lost.
About me
I'm Jodeci Joseph, and I've spent 15 years in customer service. Today I lead a support team of around 50 people at a US company, and alongside that I work as a fractional customer service manager for small companies that need senior support leadership without a full-time hire. I'm British, based in Israel, and I work remotely with UK and US teams across both time zones.
I'm also a qualified teacher, with a Master's in Educational Leadership and a CTEFL, which is why my coaching is practical, specific and built around real conversations.
Experience and results
Recent fractional work with a small remote team, and the in-house operation I lead day to day.
Case study 1
US ride and delivery booking company
The brief: bring structure and consistent call quality to a small remote support team, with the owner kept informed.
- 30 to 40%Agent QA scores up
- Far fewerEscalations
- Around 30%Customer satisfaction up
- Call QA. Scored each agent's calls against a structured QA scorecard.
- Standards and materials. Built a service standard, a 20-page agent handbook and an escalation guide.
- Coaching. Prepared 1:1 coaching decks for each agent.
- Owner visibility. Gave the owner clear, agent-level feedback to act on.
Agents now follow clear processes and the new training guides, and the owner has agent-level insight and has taken ownership of his support team.
Professional experience
US support team of 50
The role: leading quality assurance, recruiting agents and coaching the team.
Results
- A more efficient team.
- Better call quality.
- Rising CSAT.
- Lower agent churn, with better retention.
Free, 30 minutes
The CS health check
A free 30-minute call on your current setup and what to fix first. No slides and no obligation.
What we look at
- How calls and tickets are handled today.
- Where escalations go, and why.
- Where your agents need more support.
- What to fix first, so you leave with clear next steps.
Let's talk about your support team.
Thirty minutes, no slides. Just how things run today and what would help.
Prefer email? jodeci.consulting@gmail.com