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Your support is broken. I fix that.
Your team is doing too much with too little. I can help you close that gap. AI, systems, process, people. I figure out what's broken and fix it. I've been doing this at companies like Zapier, CoinTracker, and Wingspan.
Need executive-level CX thinking without a full-time hire? I embed with your team as a fractional Head of CX — setting strategy, building culture, and driving the metrics that matter. Ideal for companies in growth mode that need seasoned leadership now.
AI should give your team superpowers, not replace them. I've spent years deep in the automation world — at Zapier, at Coda, and now deploying AI solutions that deflect 60%+ of support volume while keeping satisfaction high. I'll find the highest-impact opportunities in your workflows and implement tools that actually resolve issues, so your team can focus on the complex, human problems they're great at.
From hiring your first support rep to structuring a multi-tier team with specialists and leads, I've scaled CX orgs from zero at multiple companies. I'll help you build the right team structure, hiring profiles, training programs, and quality frameworks for your stage.
Zendesk, Intercom, Assembled, custom integrations — I've implemented and optimized the full CX tool stack. I'll help you pick the right tools for your size and complexity, get them configured properly, and build the workflows and reporting that keep everything running smoothly.
Ticket deflection through AI. Not canned responses that frustrate customers. Real resolutions that free your team to create the delightful experiences your customers want.
CX teams built from zero. I find the right people, develop them, and lay a foundation that scales with you.
Faster resolution times through better tooling, smarter workflows, and ops that actually make sense.
"Thomas's ability to listen, understand, and quickly build trust with a wide range of stakeholders was instrumental to this project's success. He delivered clear, prioritized recommendations that we could act on immediately."
— Megan Quinn, VP of Customer Experience, SoundCloud
Thomas embedded with SoundCloud's global CX team as a fractional leader, conducting cross-cultural stakeholder interviews and delivering an actionable alignment strategy across their Berlin and New York operations.
I started my career at the epicenter of an automation renaissance, and it radically changed how I think about work. I spent years helping people turn complex business processes into concrete, repeatable, reliable systems, and fell in love with that kind of problem-solving. That problem-solving instinct shaped how I approached leading teams at fast-moving companies like Zapier, CoinTracker, and Wingspan. At that pace, smart systems weren't optional. They were survival. I've been the first CX hire, built teams from the ground up, and led through hypergrowth. I tend to thrive in the moments where nobody's written the playbook yet.
I got into consulting because I kept seeing the same problems at company after company: support teams buried in tickets, AI tools bought but never properly set up, and founders who knew something was off but didn't have time to fix it.
Let's talk. I'll give you an honest read on where your support stands and what I'd do about it.
$ email_me linkedin.com/in/thomashils →