WAJONES Consulting
Fractional support leader · AI native · Human led
CX Ops is going agentic. I help support, TAM and technical services teams level up through AI, with people holding the gates.
Customers multiply faster than you can hire. Escalations pile up, knowledge lives in people’s heads, and leaders firefight instead of lead. Meanwhile AI native support is fast becoming the standard.
AI amplifies whatever process it sits on. I find where the time goes, then build the base your people and agents both run on.
Trace every symptom to reactive load, knowledge debt or blind spots.
Tiering, SLAs, escalation paths and SOPs.
Runbooks and KCS your agents can read.
Through MCP, agents pull live context from your helpdesk, CRM, Jira and Slack, then do the heavy lifting on call.
Classify, route, draft.
P1 timeline and impact.
Churn risk, flagged early.
Review packs from live data.
Approval gates, guardrails and audit trails on every agent. Your people make the calls that matter, and every correction makes the system sharper.
Every change tracks to MTTR, backlog, CSAT and cost to serve. Then the same stack rolls out team by team, and I hand off a system that sets your full time leader up to succeed.
General Manager, global support. Led a 24 person team through Series B funding and acquisition. Global ELT.
Head of Client Support, global. 18 person team across SRE, platform and partner support. Global ELT.
Built APAC TAM from the ground up. Now leading TAM and Production Readiness across APJ on the global SMT.
I embed with your leadership team and own support, TAM or technical services outcomes while you scale. Three ways to engage:
A set number of hours or days each week, embedded with your team.
Best forSteady senior leadership while you hire.
A defined outcome: a TAM program, new tiering and SLAs, or agentic tooling with guardrails.
Best forA clear finish line.
A flat monthly fee to own a function or program, tied to the outcomes you care about.
Best forOwning a function end to end.
I prioritise family, health and fitness, and bring the same discipline to how I lead support organisations. Competitive hybrid racing keeps me sharp; family keeps me grounded and in it for the long term.
Race days on Instagram →Tell me where things are stuck. I’ll reply as soon as possible.
