Ioana Raluca S.

Customer Support Manager. We build customer support operations, then we run them.

A SaaS client came to us on Freshdesk with a queue their team had outgrown. We migrated them to Zendesk end to end: ticket routing, macros, SLAs, escalation paths, reporting, then rebuilt the process around the new helpdesk. Tickets received fell 30%. Escalations fell 22%. Coverage went to near 24/7 across US and EMEA. That is the work. Not answering more tickets, building the operation so there are fewer of them.

I am co-founder of Lanthio Consulting, a customer support and CX consultancy. Almost every engagement is one of two jobs: rebuilding a customer support function that has outgrown its helpdesk, or stepping in as the Customer Support Manager a team is missing.

WHAT WE DO

HELPDESK SETUP AND MIGRATION
We work daily in Zendesk, Intercom, Gorgias, Freshdesk, Help Scout and RingCentral. We have set up Zendesk and Intercom from scratch for brands that had neither, and cleaned up helpdesk configurations left behind by someone who has since left the company. Migrations run end to end, with the process rebuilt around the new helpdesk rather than copied across it.

CUSTOMER SUPPORT MANAGER FOR YOUR TEAM
I run customer support teams of around five agents. Workload based rotation, queue health, CSAT and first response time, QA on ticket quality, coaching, hiring and onboarding new agents.

As Customer Support Manager for a subscription ecommerce brand I owned the customer support function across the full subscription base for five months: cancellations, delivery issues, billing disputes, the conversations that decide whether a customer renews or churns.

KNOWLEDGE BASE AND SOPs
Internal knowledge bases so your agents answer consistently, and customer facing help centres so customers do not need to ask in the first place. We write the SOPs your support team runs on: escalation rules, tone of voice, refund and returns handling, out of hours coverage. On one engagement the knowledge base alone cut daily request volume and pulled resolution times down across the whole support team. Support quality should survive people leaving.

CSAT AND REPORTING YOU CAN ACT ON
We instrument CSAT properly. Separate feedback on the quality of the response and on the product itself, so you learn what to fix rather than only what the score was. Ticket volume, first response time, resolution time, escalation rate and deflection, reported weekly in a format you can take to a board meeting.