Support agencies hire support people.
I came from marketing.

I run outsourced customer support for DTC brands. So my monthly report names what your tickets are costing you, and the money hiding in them.

See the report
Roger, a bloodhound in a headset, sitting at attention
10 yearsin media buying, creative and operations before I ran support
25,000tickets read and sorted for one DTC brand
2,401complaints matched to the exact product that caused them
100%of conversations scored after they go out, agent by agent

The whole desk, handled.

Every place a customer can message you: email, live chat, social comments and DMs, Shopify, TikTok Shop and Amazon. Each one gets an owner and a reply time.

Set up right

Saved replies, tags, routing, and your rules written down. Gorgias, Richpanel or Zendesk. Nobody makes up a rule on the spot.

A team that is actually run

I hire, train and schedule the agents, or take over the ones you have. A team lead answers their questions, so none of it lands on your phone.

Returns, start to finish

Answered, labeled, refunded, closed. Repeat returners flagged by name. The warehouse part stays with your 3PL.

Every conversation reviewed

AI scores every ticket after it goes out, agent by agent, and flags the bad ones. I spot check the flags myself. You hear about a bad answer from me, not from a public review.

Two ways to start.

You already have agents

Keep them. I take over the team you have: train them, coach them, set the rules, and fix what is not working.

You need agents

I hire and train them. Full-time people, on my payroll. You never post a job or run offshore payroll.

Same price either way

$4,000 a month to run it. Agents cost what they cost, plus 10%. Month to month after the first three.

Pricing, published

One plan. Two lines on the invoice.

My fee never moves. Agents are billed at their real cost plus ten percent, for hiring, cover and replacements. Both numbers sit on one invoice, so you always know what an agent costs.

Managed CX

$4,000 / month
plus your agents' hours, at cost +10% A full-time agent runs $1,100 to $1,400 a month, everything included. You see the real number.
  • Desk set up: rules, tags, returns portal
  • Agents hired and trained, or yours coached
  • Every conversation scored, not a sample
  • All channels and marketplaces included
  • A 30-minute call every week, same slot
  • One page a month on what to fix

What that comes to

~1,000 tickets a month, 2 agents≈ $6,600 / mo
~2,500 tickets a month, 3 to 4 agents≈ $8,200 / mo
Management, always$4,000

Your ticket count sets how many agents you need. That is why the call starts with your ticket count and ends with your price.

Who this is not for: apparel and other brands with high return rates, and brands under about 400 tickets a month. If that is you, the call is short and free, and you leave knowing what to do instead.

One page a month. It tells you what to fix.

Roger nose-down, following a dotted trail to its source

Most agencies send you a chart from the help desk and call it reporting. You get a page that says what to do:

  1. How many tickets, how fast, and what each one costs you
  2. Why people are writing in, and which products are behind it
  3. What the refunds, replacements and postage add up to
  4. Whether last month's fixes actually worked
  5. Money hiding in your inbox: wholesale, creator and press requests, sent to the right person instead of buried
Live example Voice of the customer 25,000 tickets read and sorted. 2,401 complaints, each matched to the product that caused it. Shared with the founder's permission. Live example Defects by product How often each product is complained about, against how many were shipped.
Matt Lady

I'm Matt. Roger is mine.

Ten years of media buying across growth, creative and operations. I have run my own agencies and helped grow other people's.

I was Head of Growth at an AI help desk company, so I know what these tools really charge and where the discounts are. And I have done this exact job: six months running growth, creative and support on one budget for a DTC brand, whose founder I had advised for six years.

Roger is that job, turned into something you can buy. You get me, a team that answers your customers, and one page a month that proves the work.

Bring your ticket count.

Thirty minutes. You will hear what your desk should cost, where you are overpaying now, and what your first report would show. If you do not need this yet, I will tell you.

Book a call