Comestri · Fluent Commerce
Proactive Support Fractional Leader
Leadership built for hyper-growth.
Helping SaaS businesses operationalise their customer support teams through agentic capabilities.
Fractional leadership
Senior support leadership, without the full time hire.
I embed with your leadership team on a flexible basis, owning support delivery, technical account management, or technical services outcomes while you scale. You get my domain expertise and leadership cadence at a fraction of the cost and hiring timeline of a permanent leader.
CEO
COO / VP Ops
CRO / VP Revenue
CTO / VP Product
Fractional leader
Proactive support · TAM · Technical services
Support SOPs
TAM deliverables
Escalation + Incident Management
Partners with your permanent leaders, or stands in while you hire and scale.
Profile
Teams I have led
Workday
Splunk
Application support
Technical support
Technical services
Site reliability engineering
Technical account management
Production readiness management
Region APAC · Global
Stage Series B · IPO · Nasdaq
What I can help improve
Six capability pillars across operationalisation, agentic tooling, and leadership coaching.
Operationalisation
Agentic tooling efficiencies
Coaching
Escalation & Incident Management
- Rapid response workflows Stabilise critical accounts and minimise downtime.
- SLA/SLO governance Establish service levels that keep you contractually compliant.
- Root cause resolution Eliminate recurring technical issues and operational toil.
Technical Health & Proactive Monitoring
- Predictive health strategies Build TAM programs for platform reliability and risk mitigation.
- AI & agentic tooling Deploy automated monitoring to catch anomalies early.
- Value & ROI realisation Map technical performance to retention and customer value.
CX Account Alignment & Metrics
- Cross functional synergy Align support with Sales, CS, and GTM strategies.
- Voice of the customer Build CSAT and NPS tracking for continuous improvement.
- Commercialised support Design tiered agreements, SLAs, and premium support models.
Runbook Optimisation & Efficiency
- Automation focus Audit workflows to remove manual overhead and build automation.
- Standardised SOPs Create scalable runbooks to reduce time to value for enterprise customers.
- Modern tooling Optimise Zendesk and Knowledge Centered Support (KCS).
Leadership Coaching & Team Scaling
- Global footprint expansion Scale teams across APAC, EMEA, and AMER.
- Strategic mentorship Coach support managers into high impact, strategic leaders.
- M&A and IPO readiness Structure operations for growth, mergers, and public listings.
Partner Support
- Partner enablement Build scalable programs for SI, reseller, and ecosystem support models.
- Tiered partner coverage Design SLAs, escalations, and support tiers for partner segments.
- Ecosystem alignment Align partner support with direct customer support and GTM motions.
How we work together
Engagement models
Fractional leaders typically partner in one of three ways, then move through scoping, immersion, execution, and handoff together.
Time based retainer
A set amount of time each week, for example 10 hours or two days, embedded with your leadership team and support organisation.
Project based
Brought in to achieve a specific outcome, such as launching a TAM program, redesigning tiering and SLAs, or rolling out agentic tooling with guardrails.
Value based
A flat monthly fee to own a defined function or program, regardless of hours, aligned to outcomes you care about.
Typical engagement flow
- Scoping & objectivesDefine deliverables, time allocation, and the concrete outcomes you are paying for.
- ImmersionGet up to speed on goals, assess the team, and identify key operational blockers.
- Execution & leadershipLead as function head: run cadence, mentor staff, and implement systems without day to day grunt work.
- Handoff & transitionBuild a sustainable framework and prepare internal successors or systems for a seamless full time hire.
About me
Who you're working with
Family man. Hyrox fanatic. I prioritise family, health, and fitness, and bring the same discipline to how I lead support organisations.
- Family first: grounded, reliable, and in it for the long term with clients and teams alike.
- Health & Fitness: competitive hybrid racing keeps me sharp; see race day on Instagram.
- Operator mindset: 27+ years customer facing, 12+ years scaling global support from startup through Nasdaq listed scale.
Get in touch
Let's build support that drives growth.
I'll reply as soon as possible.