Customer Support Consulting for SaaS Companies
Helping you scale customer support without sacrificing quality or profitability.
Services
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On-Demand Consulting: Get help when you need it, whether it’s for short-term challenges or long-term strategy.
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Customer Support Audit: Identify where your support system is struggling and get tailored solutions to fix it.
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Fractional Support Leadership: Tap into my experience on a part-time basis to oversee support operations and improvements while you scale.
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JIRA Service Management consulting: I help you to configure JSM to support your needs.
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"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
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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.
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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.
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Lack of Ownership: Messy processes and fragmented accountability can hold back the potential of your support team.
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Inefficient Processes: Is your team bogged down by inefficient workflows but too busy to fix them?
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Increased Complaints and Churn: Customer dissatisfaction, higher churn rates, and missed support KPIs are red flags for future growth.
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Unclear Roadmap for Support Growth: Without a clear strategy, scaling support to match your company’s rapid growth becomes chaotic and unmanageable.
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Finding the Right Leadership: Hiring someone with the experience to kick-start or overhaul your customer support department can be time-consuming and risky.