Available for the right thing.
I take a few projects a year, alongside Support Human and my day job. Most of it comes down to the same thing: working out what your customers and Support functions actually need, writing it down, and building something your team can keep running once I'm out.
Everything below is scope, not a pitch. If I'm not the right person for it, I'll tell you that instead of quoting you.
AI in Your Support Org
Everyone's trying to sell you AI. I'll tell you where it genuinely helps your support org and where it'll quietly make things worse — then build the part that's worth building.
Assessment + BuildAssess
- Map where AI actually helps your workflows, and where a human is still the better experience.
- Evaluate tools and vendors against what your team needs.
- Fix the knowledge foundation first — it's where most implementations quietly fail.
Build
- Implement and tune what you choose, from routing and macros to full agentic support.
- Keep humans on the interactions that need them, with clean hand-offs on the ones that don't.
- Help you measure whether it's actually working, so you know whether to keep or adjust your setup without me.
Knowledge That Won't Wither Away
Internal, external, or both. If it doesn't exist yet, I'll learn your product and build it from nothing. If it does, I'll find the gaps and leave a system that keeps it from withering from disinterest and disuse.
Assessment + BuildAssess
- If no documentation exists, learn your product and create the knowledge ecosystem from nothing.
- If it exists, identify gaps and weaknesses, optimize the content, and build sustainable maintenance.
Build
- Create and deliver a voice, tone and style guide aligned to your brand voice.
- Train your support team to write and maintain your knowledge base.
Content You'll Love
Under my name or yours. My specialist topics are customer support and tech, but researching a subject fast enough to write about it accurately is most of the job.
See the published pieces →If you need help building out your content — for a company, a newsletter, or something entirely different — get in touch.
Bad Job Bingo-Proof Your Job Descriptions
Are candidates playing Bad Job Bingo with your listings and winning? That's the one game you want to lose.
One-off review- I'll review your job descriptions for the red and yellow flags I rate every week on the board, and help you rework them.
- I'll advise on communicating your mission, vision and culture openly so that the right candidates find their match and apply.
Other Super Serious Services
Being That Person Who Tells Your CEO No
Do you have a CEO who's about to fire your entire support team and replace them with a poorly configured chatbot? Is your CEO personally arguing with every disgruntled customer who looks their way?
- Saying "that's a terrible idea" when something is a terrible idea.
- Repeating no until it sinks in.
- Driving to your CEO's house and physically taking the keyboard out of their hands.
- Throwing their cell phone down a well.
- And other consultative services catered to your CEO.
No fluff, no upselling. Here's how it works:
- First step
- Your initial inquiry, then a call if it sounds like a fit
- Lead time
- Usually 2-4 weeks out; sooner if something is genuinely on fire
- Rates
- Usually per project, but I can do an hourly rate as well if you prefer
- You get
- Written work you own, and/or a system that survives me leaving
Thanks — that reached me.
That didn't send. Email me directly at steph@supporthuman.cx and I'll sort it.