Crush Your Support Backlog Now
Rapid ticket resolution
Build a scalable self-serve future for SaaS
We provide immediate Tier-1 and Tier-2 queue relief while building the self-serve engine your startup needs to scale without the overhead.
We jump into your CRM such as Zendesk or HubSpot to clear your Tier-1 and Tier-2 backlog, while simultaneously turning those repetitive tickets into a fully built Knowledge Base and video training center.
The Startup Support Catch-22
When your user base scales rapidly, your ticket volume explodes. You face a brutal dilemma: your team is too busy answering repetitive tickets to write help articles, but because you don't have help articles, the repetitive tickets keep coming.
Phase 1: Triage & Execution
We plug directly into your CRM to immediately resolve Tier-1 and Tier-2 tickets, bringing your backlog down to zero.
The Hybrid Support Model
We partner with small to medium sized businesses to act as both a frontline executor and an operations builder.
Phase 2: Document on the Fly
As we solve issues, we capture the exact workflows required to solve the most common problems through video and text.
Phase 3: Build the Engine
We translate those workflows into step-by-step articles and tutorials, directly inside your Help Center for immediate impact.
Meet Your Support Veteran
Kiran Gandhi, the founder of Support Process Solutions, brings over 9 years of specialized expertise in Customer Success and Support Operations. He has managed high-volume queues and built knowledge bases from the ground up, helping startups scale efficiently. By partnering with us, you gain the strategic value of an operations manager without the overhead of a full-time employee.
Pricing & Packages
Quarter-Time Support
$1,950/mo
What is Included: (10 Hours/week)
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Targeted Queue Triage: Coverage for high-volume periods or tackling specific overflow tickets to keep the backlog down.
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Standard SLA: 24-to-48-hour target response times on handled tickets.
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Consistent Documentation: Drafting and publishing 1 new Knowledge Base article or video tutorial per week based on user pain points.
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Monthly Insights: A straightforward end-of-month summary highlighting ticket volume and the most common customer issues.
Ideal for:
Early-stage small business with low ticket volume, or teams needing a cost-effective way to start chipping away at their backlog.
Half-Time Support
$3,800/mo
What is Included: (20 Hours/week)
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Daily Queue Management: Consistent, daily inbox coverage to ensure no ticket falls through the cracks.
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Accelerated SLA: 12-to-24-hour target response times to keep your customers happy and engaged.
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Content Creation & Maintenance: Creating 2 to 3 new KB articles/videos per week, plus auditing and updating older articles.
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Tool Efficiency: Building basic macros and canned responses in your CRM to speed up future replies.
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Bi-Weekly Syncs: A quick update every two weeks on CSAT scores and immediate product feedback.
Ideal for:
Small to Medium startups needing immediate queue relief and consistent documentation, but who do not yet have the budget for a full-time hire.
Full-Time Hybrid
$7,200/mo
What is Included: (40 Hours/week)
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Live Chat & Inbox Ownership: Full daily coverage of your Tier-1 and Tier-2 email tickets, plus active management of your real-time live chat channels during standard business hours.
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Premium SLA Targets: Immediate routing/responses for live chat, and rapid resolution (under 4 hours) for standard email tickets.
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Aggressive KB Expansion: Dedicated weekly time blocks to rapidly build out Help Center categories, write articles, and record video tutorials.
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Proactive Inbox Organization: Setting up essential tags, ticket views, and basic routing rules to keep the workspace organized as volume scales.
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Weekly Status Updates: A clear, concise weekly report on ticket volume, CSAT, and top user friction points to keep leadership informed without unnecessary meetings.
Ideal for:
Growing teams that need a dedicated, senior-level support lead to completely own the queue and build the self-serve engine from scratch.
Ready to clear your backlog?
Let's talk about how we can get your ticket queue under control this week. Schedule a discovery call with our support veterans to build your self-serve engine from the ground up.