Category:
Support Team Development
Client:
Industry Leading POS Software
A leading global commerce platform supporting retail and hospitality merchants across North America, Europe, and APAC was experiencing rapid growth in its Payments business. With increasing complexity in regional compliance, billing workflows, and customer support expectations, the company needed to scale its support operations without compromising quality or customer retention.
(THE PROBLEM)
As product lines expanded and global demand surged, the organization faced mounting operational pressures:
No dedicated support infrastructure for its payments division
Rising support response times and inconsistent service across regions
High churn in key customer segments due to unresolved billing and payment issues
Limited visibility into support performance and customer insights
Misalignment between support, product, and revenue teams
The leadership team needed a strategic operator to build, scale, and lead a global payments support function — and align it with broader company goals.
(MY APPROACH)
As the Director of Global Payments Support, our consulting partner led the transformation from the ground up:
Team Creation and Global Expansion: Founded and scaled the 24/7 Payments Support team, delivering coverage across multiple languages, time zones, and business verticals.
Operational Design: Developed and implemented tailored support processes to meet regional and product-specific requirements.
Performance Management: Established KPIs and reporting frameworks for response time, first-contact resolution, and CSAT — improving quality while enabling scale.
Retention Strategy: Partnered with GTM teams to drive down churn and add MRR by solving root-cause payment and billing pain points.
Cross-Functional Alignment: Built strong bridges between Support, Product, Account Management, and Sales Ops to ensure smooth execution and consistent customer experience.
AI-Powered Optimization: Leveraged AI tools for ticket deflection, performance analytics, and deeper customer insights, boosting both efficiency and decision-making.
(RESULTS)
This initiative delivered major operational and business outcomes:
Support Infrastructure Built from Scratch: A fully scaled, global Payments Support organization launched within one year.
Improved Support Metrics: Significant reductions in first-response time and increases in customer satisfaction and resolution rates.
Churn Reduction & Revenue Retention: Strategic support interventions helped preserve enterprise accounts and reduce preventable churn.
Stronger Product Feedback Loop: A consistent channel for support-driven insights improved product development and feature prioritization.
Executive Alignment: Regular reporting to senior leadership shaped broader business strategy and ensured metrics stayed aligned with growth goals.
(KEY TAKEAWAY)
With deep expertise in scaling customer operations, our consulting partner turned a pain point into a competitive advantage — proving that support, when done right, is a powerful lever for growth in global SaaS organizations.
