Mid-Market SaaS (Support Ops)

Outcome (6 weeks): Aged backlog reduced 31% → 12%, escalations down 42%, CSAT up +9 pts.


Engagement: 60-Day Ops Reset, ~12 hrs/week, fully remote.

Results (after 6 weeks)

  • Aged Backlog: 31% → 12% of open tickets

  • Escalations: −42% (14/week → 8/week → 6 by week 8)

  • Rework: −19% (fewer “bounce-backs”)

  • CSAT: +9 points, response rate +6%

  • Time to Resolution (median): −18% (helped by the runbooks + matcher)

What changed day-to-day:

  • Agents worked by capability; fewer handoffs, less context switching

  • Updates linked to a source (runbook or article) → higher quality notes

  • Leaders had a single page to steer the work—no detective work

Starting point

  • 31% of open tickets >30 days (“aged”), heavy context switching

  • Frequent executive escalations; unclear ownership at handoff to Eng

  • Runbooks scattered/outdated; lots of “tribal knowledge”

  • Leaders lacked a single view of weekly performance

Company snapshot

  • B2B SaaS, Series B, ~120 employees, global customer base

  • Stack: Zendesk, Jira, Confluence, Productboard, Looker

  • Team: 18 in Support (3 tiers), 2 incident managers, shared QA with Engineering