Stop Reacting.
Start Operating.

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.

Email, chat, in-app — decide which channels exist and where each one routes.

A hiring scorecard and role doc for your first support hire, written before you post the job.

Build a 14-day onboarding runbook with guided milestones; ramp time still depends on the hire, product, and implementation.

Draft 20 reusable answers for your most frequent questions, then improve them using actual ticket data.

Prioritize repeatable questions for self-service and measure whether the resulting articles reduce contacts.

A reporting rhythm your exec team understands — numbers, not noise.

Clear paths to Product and Engineering, so bugs stop dying in the inbox.

Create a Day 91 planning cadence and draft the next quarter’s objectives; results depend on continued ownership and execution.