Support & CX operations

I launch and rebuild support operations.

And I build the AI inside them. For SaaS, tech and marketplace teams entering new markets or scaling fast.

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An empty customer support floor before the shift, headsets on desks and one red status bar on the wall display
46countries of support operations led
600+agents in one global organisation
0→450agents launched from zero, 3 BPO vendors
32→52%CSAT in the first year after launch
1h→3mper driver onboarding, fully automated
−32%manual tickets after an AI rollout

Results from my roles at inDrive and DiDi.

Four ways to work together

A blank map of Europe with red pins, a headset and a notebook on a grey desk
4 weeks to 3 months

Launch & BPO

Support that is ready before your users arrive. A new market, a first support team, or choosing a BPO from the buyer's side.

  • Operating model, channels and tooling
  • BPO selection, RFP, SLAs and contract
  • Hiring, training and a launch-day war room
6 to 8 weeks

AI-in-Support Rollout

From "we bought an AI agent" to measured resolution, without CSAT dropping.

  • Knowledge base made ready for AI
  • Guardrails and handoff to humans
  • AI quality checks and a live dashboard
  • Staged launch and team retraining
2 weeks

Support Health Check

A clear diagnosis and a 90-day plan, before you spend on tools or headcount.

  • Contact drivers and cost per contact
  • Quality review of 100+ real conversations
  • What to automate, and what not to
1 to 3 days a week

Fractional Head of CX

Senior ownership of support without a full-time hire. Roadmap, KPIs, vendors and the leadership cadence.

  • Owns the support roadmap and metrics
  • Runs vendor and BPO governance
  • Can convert into a full-time role

Scope and pricing are agreed after a short call, in a one-page proposal.

How I work

Listen

A 30-minute call. If I'm not the right person for it, I'll say so and point you to someone who is.

Diagnose

Data, real conversations and the people doing the work first. Opinions second.

Build

I do the work with your team: configure the tools, write the playbooks, run the vendors.

Hand over

Dashboards, documentation and a team that runs it without me.

Selected results

0→450

Launching DiDi's support from zero

Russia, Kazakhstan and Ukraine. Three BPO vendors, five sites, three languages. Once operations were stable, root-cause fixes fed back to Product cut the contact rate from 8% to 3.5% within a year, and CSAT rose from 32% to 52%.

−32%

AI that reduced work, not satisfaction

At inDrive, an OpenAI-based frontline bot and workflow automation cut manual ticket handling by 32%, while CSAT rose 21% across 46 countries.

1h→3m

Onboarding checks, automated

Driver document verification at DiDi, from reading the documents to writing the data back. 86% less manual effort, well inside a 12-hour SLA.

Twelve years inside customer support

I started as an agent at Teleperformance and went on to run a COPC-certified contact center. Then I launched DiDi's support from zero and led customer service operations at inDrive across 46 countries.

Today I help companies launch and rebuild support, and I build the automation myself: AI agents, Intercom, n8n, the OpenAI and Claude APIs. I'm based in Cyprus and work with teams across Europe, the Middle East and beyond.

Certification
COPC® CX Performance Leader 7.0, Lean Six Sigma Green Belt training
Industries
SaaS and tech products, marketplaces, mobility and delivery, fintech, BPOs
Languages
English, Russian
Based in
Paphos, Cyprus. Remote worldwide.

Need a support leader on the team?

I'm also open to full-time and part-time leadership roles in support and CX, remote or in Cyprus.

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Questions

How much does it cost?

It depends on scope. After a 30-minute call I send a one-page proposal with a fixed price, so you know the number before anything starts.

Do you only advise, or do the work?

I do the work. Most engagements include building: tool configuration, playbooks, vendor contracts and dashboards. You get working operations, not a slide deck.

Can you work in our time zone?

I'm in Cyprus (UTC+2/+3) and work with teams across Europe, the Middle East and Asia. US East Coast mornings overlap with my afternoons.

Let's look at your support together.

30 minutes, no slides. You'll leave with at least one thing to fix.

Book a call