High · Decision due today
Refund contacts up 34%
- Signal
- Leaking cap · SKU 08
- Next move
- Check affected batch.
Update PDP + agent macro. - Owner
- Product + Ops
Fractional Head of CX for DTC + CPG
Run the desk.Fix what's causing the tickets.
We lead your CX team and run the operation—then turn customer conversations into clear fixes for Product, Marketing, and Ops.
$5,500/mo · $4,000 one-time launch
Live client work · She's Birdie
~25,000 tickets read.
2,401 genuine product and subscription complaints isolated.
Customer conversations were organized into a practical operating record: what customers mentioned, which products appeared, and where leadership needed a closer look.
The operating gap
Your team closes the ticket. The cause stays open.
The same complaint arrives forty times and nobody totals it. A refund ends the conversation, but not the cost. Marshal keeps the issue open until the business owns the fix.
Run the desk
Helpdesk operations, policies, routing, escalations, QA, coaching, staffing, and capacity planning.
Read the signal
Ticket drivers, contact rate, cost, defects, returns, recurring friction, and revenue opportunities.
Close the loop
Weekly decisions for Product, Marketing, Website, Operations, and Fulfillment—with an owner and a next check.
The engagement
One accountable operator. One operating cadence.
$5,500/ month
Plus a $4,000 one-time CX launch. Optional managed human coverage is scoped separately.
Talk through your deskIncluded
- Weekly CX leadership and operating cadence
- Customer-health and Voice-of-Customer brief
- Helpdesk, policy, and knowledge governance
- Agent QA, coaching, and capacity planning
- Root-cause and automation backlog
- Slack access and decision support
The operating team
Senior judgment. Dependable follow-through.
Founder + Fractional Head of CX
MattLady
Matt has spent more than 10 years growing DTC brands and running agencies. He spots where support problems cost money, chooses what to fix, and owns the result.
Director of Operations
BiancaCarranza
Bianca has worked inside She's Birdie and busy healthcare teams. She turns decisions into clear owners, training, and follow-through so work does not get lost.
Common questions
Clear before the call.
Is Marshal a support outsourcing company?
No. Marshal is the senior operating layer around the desk: leadership, process, quality, intelligence, and follow-through. Human coverage can be added when it is actually needed.
Will AI answer our customers?
Not by default. AI helps analyze, monitor, organize, and draft. People keep control of customer communication, policy, money, risk, and trust.
Do we have to replace our helpdesk?
No. We start with the systems and team you already have, then fix the operating gaps around them.
Who is this for?
Growing DTC, ecommerce, and CPG brands with real support complexity and no senior operator owning CX across the business.
Start with the operating truth
Bring your ticket count.
Thirty minutes. We'll tell you what CX should cost, where avoidable contacts may be coming from, and what we would inspect first. If Marshal is not the right fit yet, we'll say so.
Book a CX diagnosis