Faye Astorga
Fractional Head of Customer Support
Support isn’t a cost center — it’s a growth engine.I partner with SaaS founders and leadership teams as a fractional support leader to stabilize, scale, or optimize customer operations. Whether you’re building support from the ground up or restructuring a team that’s outpaced its systems, I implement the KPIs, QA frameworks, onboarding models, and automation needed to turn reactive support into a measurable driver of retention and growth.I embed 1–3 days per week to provide strategic leadership, operational structure, and performance visibility — without the cost of a full-time executive.
Work
I partner with SaaS teams at two critical inflection points: stabilization and scale.1. Support StabilizationWhen support is reactive, undocumented, or underperforming.I audit performance, identify root causes, and implement the foundational systems required for stability — KPIs, QA frameworks, onboarding structure, workflow clarity, and leadership reporting.Typical outcomes:• CSAT recovery and measurable improvement
• Resolution time reduced from multi-day backlogs to same-day turnaround
• Clear visibility into performance drivers⸻2. Support Optimization & ScaleWhen growth outpaces operational maturity.I embed as a fractional leader to strengthen management capability, refine quality standards, implement automation, and align support with product and revenue strategy.Typical outcomes:• 95%+ CSAT across distributed teams
• 89% First-Contact Resolution
• 98% QA adherence
• Ramp time reduced by up to 80%Case studies available upon request.
About
I’m a customer support operations leader with 16+ years of experience building and scaling high-trust support functions across global, distributed teams.My work sits at the intersection of leadership, systems design, and performance accountability. I don’t just advise — I embed.As a fractional Head of Support, I partner with founders and executive teams 1–3 days per week to bring structure, clarity, and measurable impact to customer operations.When needed, I collaborate with a vetted network of QA specialists, documentation leads, and automation experts to accelerate implementation.My focus is simple: build support systems that scale without sacrificing quality — and make performance visible at every level.
Contact
Scaling support — or rebuilding it?I work with SaaS founders and leadership teams who need experienced, embedded support leadership without hiring full-time.This may be a fit if:• CSAT is slipping or inconsistent
• Support feels reactive and undocumented
• Growth is outpacing operational structure
• You lack visibility into performance metrics
• You need interim or fractional leadership during transition⸻Engagement Options
• 90-Day Support Stabilization
• Ongoing Fractional Head of Support (1–3 days/week)
• Strategic Advisory Intensives⸻If this aligns with your current stage, let’s start a conversation.→ Connect on LinkedIn
→ Request case studies
→ Send a message below
Thank you
Thank you for reaching out.I review all inquiries personally and will respond within 1–2 business days.If we’re aligned, the next step is a 30-minute discovery call to understand your current support structure, performance metrics, and growth plans — and determine whether a stabilization sprint or ongoing fractional engagement makes the most sense.In the meantime, feel free to connect with me on LinkedIn.Looking forward to the conversation.— Faye