Keith K.

Immediately available for structuring, optimizing, and managing support teams.

Fractional Head of Customer Support with 15+ years of experience transforming high-volume customer service organizations.

I work with startups, scale-ups, and established companies to transform support into a business performance lever: improving satisfaction, reducing costs, structuring teams, and multi-vendor management.

👉 Common problems I solve:

• Support perceived as a cost center

• Exploding backlog / uncontrolled delays

• KPIs that are unclear or unmanaged

• Difficulty scaling without massive hiring

• Degraded customer experience despite efforts

👉 Recent results:

• +12 CSAT points

• Response times halved

• -20% contact volume through automation

• Team structuring and implementation of manageable KPIs

• Optimization of multi-vendor performance

👉 My approach:

Rapid audit → identification of quick wins → implementation of a concrete action plan → results management

Objective: Generate quick gains while building a scalable organization.

🔍 PACK 1 Diagnostic & Quick Wins (ENTRY POINT)

Name: Support & Quick Wins Diagnostic

Duration: 5 to 10 days

Target price: €3k – €6k

Content:

Complete support audit (process, KPI, tools)

Backlog + SLA analysis

Identification of major friction points

Concrete & prioritized recommendations

Deliverable:

👉 Action plan + immediately actionable quick wins

Promise:

“Identify what's blocking your support performance in a few days”

⚙️ PACK 2 Structuring & Performance

Duration: 4 to 8 weeks

Target price: €8k – €20k

Content:

Implementation of KPIs (CSAT, SLA, OneShot)

Workflow structuring

Backlog & productivity optimization

QA & continuous improvement framework

Promise:

“Transition from reactive to managed support”

👑 PACK 3 — Fractional Head of Support

Duration: 1 to 3 days / week

Price: €600–€900/day