First week. No docs. Tickets piling. The founder says "build support" and walks away. You don't need a course on theory — you need Monday's first move. 90 Days to a Real Support Function hands you a 12-week sequence and 10 fillable templates, so each week has a defined operating focus.
Built from hands-on customer-support operations experience.
Many experienced support leads still face a different challenge when building a function from a blank page: defining tiers, SLAs, hiring, and reporting is different from answering tickets. This workbook turns that blank page into 12 weeks of checked-off work.
You map every leak — every ticket, every channel, every angry reply — so you know exactly what's broken before you touch anything.
Define what Tier 0, 1, and 2 actually mean at your company, so the right work hits the right person.
Set response targets you can actually hit — not ones copied from a company 10x your size.
Design an automation candidate for one repeatable ticket type, then validate it before relying on it.
+ 8 more weeks that take you from reactive to operating. See the full path on the sales page.
Daniel Cepeda — A technology and customer-support operator with experience building support organizations, service operations, and Tier 3 support engineering programs. The operator-informed sequence is translated into practical templates you can adapt to your team.
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.
Get the 12-week workbook + 10 fillable templates for $47 and start Week 1 today.