Services

At Design Your Support, the work is exactly what the name suggests: designing the support your business actually needs. Whether you need a clear starting point, a focused project, or ongoing partnership, everything below is scoped to fit a small ecommerce business — not an enterprise budget.

I work with small ecommerce founders, not enterprise brands — which means my pricing is built for a business watching every dollar, not a company with a support budget line. With more than a decade of hands-on support experience, you get senior-level thinking and execution without the $80k+ salary, benefits, and management overhead of a full-time hire.

Support Audit

Start here if you're not sure what's wrong — just that something is.

A focused review of your support tools, workflows, and processes. You'll get a comprehensive report identifying what's working, what isn't, and where to focus first, plus a dedicated Zoom session to walk through the findings together.

Best fit for: businesses that know support feels messy or harder to manage than it should be, but aren't sure exactly where the problems are coming from.

What you walk away with: a clear, prioritized picture of your support operation and practical next steps — whether you tackle them yourself or bring me in for the follow-through.

Starting at $1,000 for a focused audit covering your website, one primary inbox, and one support platform. Larger or more complex environments may require expanded scope and pricing.

Book a Free Consultation

Fix & Document

For businesses that already know support needs structural work — systems, documentation, or both.

Support Systems & Workflow Design and SOP & Knowledge Base Development, combined into one engagement. In practice these two rarely happen in isolation — fixing how support flows through your business usually means documenting it too, so this bundles both rather than asking you to buy them separately.

This can include inbox structure, routing, and handoffs; support platform setup; and creating or refining the SOPs, macros, and knowledge base content that keep support consistent once the systems are in place.

Best fit for: businesses whose support feels reactive, disorganized, or overly dependent on one person's memory — and who want both the structure and the documentation fixed at the same time.

What you walk away with: a support operation that runs on defined systems and written processes instead of tribal knowledge — built to hold up as you grow, not just patched for now.

Starting at $2,000 for one primary inbox, one support platform, defined workflow goals, and up to 25 core SOPs or knowledge base articles. Larger documentation libraries or more complex environments may require expanded scope and pricing. Priced as a flat project fee — scoped upfront on our consultation call, no hourly meter running in the background.

Book a Free Consultation

Client Consulting Sessions

For existing clients who need a sounding board.

Hourly sessions for existing clients who want occasional guidance, troubleshooting, or a second opinion on a specific issue — without committing to a full project or retainer.

Best fit for: existing clients who want flexible, as-needed support between engagements.

$75 per 60-minute session, booked and paid through Calendly.

Book a Session

Fractional Support

Ongoing, senior-level support — hands-on or leading your team, built around what you actually need.

For businesses that need continued support, not just a one-time fix. Depending on where you are, this can mean me stepping in directly to handle day-to-day support conversations, or me leading a team you already have — overseeing quality, consistency, and day-to-day operations. Most clients land somewhere on that spectrum, and we figure out where on the consultation call.

Either way, you get more than coverage: operational awareness, ongoing improvement, and the kind of judgment that comes from a decade of doing this — not just someone answering tickets.

Best fit for: businesses that want reliable, experienced support in place long-term, whether that's a founder without a support team yet or one with a team that needs stronger leadership.

What you can expect: consistent, higher-quality support running in the background, plus the peace of mind that someone experienced is watching for what's not working and fixing it before it becomes a bigger problem.

Starting at $2,500/month for defined support coverage or leadership at 10 hours/week, in lower-complexity environments. Final pricing depends on support volume, channel count, team size, and scope of involvement.

Book a Free Consultation