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Customer Experience, sorted.

I’m Sarah, a freelance CX and operations consultant. I help scaling businesses sort out their customer experience - from the people and tools, to the service and systems behind it.

Let's work together

About
me

I know great CX

I’ve worked in customer experience and operations for over 15 years — building, fixing, and leading teams at high-growth startups like Car Next Door and MILKRUN.

Now I work with businesses that are hitting friction: the customer service is reactive, the ops aren’t scalable, and the leadership team is too stretched to fix it.

I help you reset with better structure, sharper leadership, and smarter systems to actually support the growth you’re chasing.

Whether I’m auditing your service function, helping your ops team scale, or coaching your new team lead - I’m in it with you, sleeves rolled up.

Does this sound like you?

You’ve grown fast and the customer side of the business hasn’t caught up

You’ve got support agents but no real leadership, structure, or quality control

You want to scale but you’re not sure if your tools, team, or processes can handle it

You feel like you’re too involved in day-to-day service or ops tasks

You’ve tried coaching your managers but they’re still stuck

You’re ready to bring in someone experienced without locking in a full-time exec

Here's how I can help.

I work with founders, COOs, and Heads of Customer who are ready to get serious about service delivery.
These are my most popular offers but every project starts with a conversation.

The Sezi Deep Dive

A no-fluff diagnostic that shows you what’s really going on in your customer function. I map out what’s working, what’s broken, and what to do next - across people, process, systems, and service. Best for: Teams who feel like they’re duct-taping problems and don’t know where to start.

Fractional Leadership

Need someone to actually fix it? I can step in on a part-time basis to lead your CX or service function, implement changes, and get results without the overhead of a full-time hire. Best for: Growing businesses without senior CX or ops leadership.

Coaching for CX + Ops Leaders

One-on-one or team-based coaching for new or emerging customer leaders focused on management skills, tools, decision-making, and confidence in fast-moving environments. Best for: Team leads, new managers, or ops folks stepping into CX for the first time.

On Demand Help

I also offer project-based support — everything from writing your playbooks and SLAs to implementing your first Zendesk or scaling offshore support. Best for: Short-term CX and ops projects with clear goals.

Brands I've worked for and with

Work with me

I keep things simple. If you’re not sure what kind of help you need, we can figure it out together. Just get in touch, tell me what’s going on, and we’ll go from there.

Let's work together