Fractional Support Leadership
A senior support lead for a defined number of hours each week, without the full-time cost.
Who this is for
Growing companies that need leadership over queue health, escalations, QA and reporting, but are not ready for a full-time head of support.
Common problems
- Founder is the de facto head of support
- No one owns support quality or reporting
- Support, product and engineering are not coordinated
- Team needs coaching and direction
What I can do
- Queue health and escalation ownership
- Weekly operational review and reporting
- QA, coaching and process improvement
- Capacity planning, hiring and onboarding
- Coordination between support, product and engineering
Examples of work
Sample methodology and deliverable formats, not client results.
- Weekly leadership report (sample)
- Support QA scorecard (sample)
What you may need to provide
- Access to tools and reports
- A regular slot with the founder or product lead
- Introductions to the team
Engagement style
Ongoing agreed weekly hours; prepaid block, reviewed monthly.
Rates and estimates are agreed in a written proposal before any payment or work.
Discuss fractional leadership