You hired someone to "own support." Or you're still doing it yourself at midnight. Either way, the board keeps asking about CSAT and churn — and you still can't point to a system. 90 Days to a Real Support Function is the 12-week plan for turning reactive work into a function with structured reporting.
Without a defined support function, churn signals and ownership gaps are harder to see. Tickets can pile up while product and engineering absorb work that lacks a clear support owner. This workbook gives your team a structured first-week baseline and a sequence for improving the operation.
Daniel Cepeda — A technology and customer-support operator with experience building support organizations, service operations, and Tier 3 support engineering programs. The playbook is designed so founders and COOs do not have to improvise the operating sequence from scratch.
Twelve weekly operating wins move from baseline and SLAs through hiring, self-service, reporting, and quarterly planning.
Ten fillable artifacts turn the plan into reusable tools for day-to-day support operations.
Tiers, owners, escalation paths, and reporting rhythms are designed so support is not dependent on one person.
$47. One-time. The full 12-week workbook + 10 templates designed for practical team use.