Customer Support Consulting for SaaS Companies

Helping you scale customer support without sacrificing quality or profitability.

Services

On-Demand Consulting: Get help when you need it, whether it’s for short-term challenges or long-term strategy.
Customer Support Audit: Identify where your support system is struggling and get tailored solutions to fix it.
Fractional Support Leadership: Tap into my experience on a part-time basis to oversee support operations and improvements while you scale.
JIRA Service Management consulting: I help you to configure JSM to support your needs.

"We hired Jonna to assist us in putting more structure to our existing Customer Support Operations.
She is clearly an expert in this domain and not only gave us great ideas but also helped to implement them in our organization.
I can now concentrate more on my core tasks. Jonna is professional, reliable and a pleasure to work with!"

Nick Golovin, CEO, Data Virtuality GmbH

About Me

With 20+ years of experience building and leading customer support departments, I offer you insights that come from the frontline. I’ve helped SaaS companies streamline operations, improve customer satisfaction, and scale their support as their businesses grew. Let’s talk about how I can do the same for you.

Common challenges for SaaS companies

Balancing Costs and Customer Satisfaction: How do you keep your support team lean while ensuring customers are happy? Finding that balance can be tough as the business grows.
Scaling Support Operations: Your business is picking up, but is your customer support keeping pace? Scaling efficiently without breaking workflows or customer satisfaction is key.
Lack of Ownership: Messy processes and fragmented accountability can hold back the potential of your support team.
Inefficient Processes: Is your team bogged down by inefficient workflows but too busy to fix them?

Increased Complaints and Churn: Customer dissatisfaction, higher churn rates, and missed support KPIs are red flags for future growth.
Unclear Roadmap for Support Growth: Without a clear strategy, scaling support to match your company’s rapid growth becomes chaotic and unmanageable.
Finding the Right Leadership: Hiring someone with the experience to kick-start or overhaul your customer support department can be time-consuming and risky.

1. Fresh Perspective & External Expertise
You’ll get more than advice—I offer fresh insights and objective solutions to your customer support challenges. I’m not just an extra pair of hands but a strategist who can see what’s working, and more importantly, what isn’t.

2. Scaling with Proven Strategies
Whether you’re building customer support from the ground up or scaling to meet growing demand, I’ll help you implement systems and strategies that allow you to expand without skyrocketing costs or eroding customer satisfaction.

3. Cost-Efficient Solutions
For growing startups, keeping support costs manageable while delivering high-quality service is crucial. I work with you part-time, helping you reduce operational inefficiencies and improve performance without the expense of a full-time hire.

4. Process Optimization
I streamline inefficient processes and workflows by collaborating with key teams like sales and product. You’ll have reporting and KPIs that provide clear visibility into the health of your customer support function.

5. Customer Support Audit & Benchmarking
I’ll audit your entire support system—including ticketing, escalation processes, and KPIs—and benchmark it against SaaS industry best practices. This ensures that you have a data-driven roadmap to meet your business goals.

6. Fractional Support Leadership
Hire me as your fractional customer support expert to oversee critical improvements and train your internal team for long-term success. No need to rush a full-time hire—I’ll help you get to where you need to be faster.

What you'll get?

A Sounding Board for Strategy: Need someone to brainstorm with? I’ll act as your trusted advisor, sharing best practices and creative ideas.
Tailored, Actionable Advice: You’ll receive customized recommendations on how to improve your support function based on your specific business needs.

Support Systems Setup: From selecting the right tools to setting up efficient workflows, I’ll help you build a support department that’s ready for growth.
Ongoing Performance Insights: Clear KPIs and reporting mechanisms so you can monitor your support performance in real-time and make data-driven decisions.