Business Coaching / Executive Coaching / Operations Scaling / Systemisation Expert

Frustrated by customer support bottlenecks limiting your scale?

We create self-sufficient support systems, giving you back time, energy, and control.

Regain Your Time

and Energy

Systemise Customer Support

Reduce Operational Headaches

Regain Your Time and Energy


Increase Profit and Company Valuation

Reduce Operational Headaches

Business Coaching / Executive Coaching / Operations Scaling / Systemisation Expert

Frustrated by customer support bottlenecks limiting your scale?

We create self-sufficient support systems, giving you back time, energy, and control.

Regain Your Time

and Energy

Increase Profit and Company Valuation

Reduce Operational

Headaches

Unlock More Freedom

Rapidly Scale Your Business

Reduce Operational Headaches

Business Coaching / Executive Coaching / Operations Scaling / Systemisation Expert

Frustrated by customer support bottlenecks limiting your scale?

We create self-sufficient support systems, giving you back time, energy, and control.

Regain Your Time

and Energy

Increase Profit and Company Valuation

Reduce Operational Headaches

Unlock More Freedom

Rapidly Scale Your Business

Reduce Operational Headaches

A group of people are sitting around a table looking at a laptop.

You're a business owner with big ambitions.


You've poured your heart and soul into building something incredible, and now you're ready to scale your customer support beyond yourself.


You envision a seamless operation where your customers are delighted and your team handles everything  with expertise.

A woman is standing next to a man wearing headphones.

But right now, that vision feels miles away. Instead of strategizing growth, you're constantly pulled into individual customer issues, putting out fires, and feeling like you're babysitting your support staff.

A person is jumping in the air next to an empty bottle

You're exhausted, your valuable time is being drained, and you know this reactive approach is holding your business back  from its true potential.


Every day, you worry about missed opportunities, frustrated customers, and the hidden costs  of inefficient support.


We get it. We've been there, and we've helped countless business owners like you transform their customer support from a bottleneck into a growth engine. 


A woman is standing next to a man wearing headphones.
A person is jumping in the air next to an empty bottle

But right now, that vision feels miles away. Instead of strategizing growth, you're constantly pulled into individual customer issues, putting out fires, and feeling like you're babysitting your support staff.


You're exhausted, your valuable time is being drained, and you know this reactive approach is holding your business back from its true potential.


Every day, you worry about missed opportunities, frustrated customers, and the hidden costs of inefficient support.


We get it. We've been there, and we've helped countless business owners like you transform their customer support from a bottleneck into a growth engine. 


The Simple Plan

A man in a striped shirt is holding his hand to his forehead.

1. Pinpoint What's Draining You and Your Team

Discover exactly where your current operations are, with our comprehensive 30 min Assessment Call, and walk away with specific recommendations.


A man and a woman are posing for a picture together.

2. Implement the Liberated Leader Method™

We'll help you establish a high performance system in place, and streamline your workflows.


A man wearing sunglasses with four leaf clovers on his eyes.

3. Scale Your Business with Freedom

Step back, relax, and enjoy your time and energy back. Empower your staff to operate independently and effectively.

Common Business Problems

  • "I only have a limited hiring budget."

    You want to hire the best people, but you may not have the most attractive salary package to attract them. How can you work with your existing budget and still get good people?

  • "My customer support team is a revolving door"

    You're constantly hiring, training, and then losing good people because your current systems (or lack thereof) can't retain them. This leads to endless recruitment cycles and a perpetual state of being understaffed.


  • "Even when I find 'good' people, they consistently underperform."

    Despite their promising interviews, your new hires quickly fall into old habits, make repeated mistakes, or simply don't deliver the quality of service you expect. It feels like you're constantly babysitting instead of leading.


  • "My key staff member is leaving and I don't have anyone to replace them."

    The gloom of the day looms ahead, when you need to say goodbye to one of your top performers or key staff. Without anyone to replace them, you're left filling the gap yourself, without knowing how long you'll be doing this for.  

  • "Customer complaints are piling up, and our online reviews are taking a hit."

    Inefficient support means frustrated customers, which directly damages your brand reputation and deters potential new clients. This can feel like a direct threat to your business's future.


  • "My business growth has hit a wall because our support can't keep up."

    You have big ambitions, but every time you try to scale, your customer support becomes the bottleneck, preventing you from taking on more customers or expanding your offerings. It's frustrating to know your potential is limited by operational inefficiencies.


  • "I keep getting drained, working on things I'm neither good at nor passionate about."

    Perhaps you feel that you are spread too thin, among all the commitments in your business and personal life. 

  • "I don't trust my team to handle things without me."

    You constantly second-guess their decisions, feel the need to micromanage, and carry the weight of every customer interaction yourself because you lack confidence in your team's ability to deliver independently.


  • "I'm resenting my business (and perhaps even my own staff.)"

    The passion you once had is being replaced by frustration and a sense of being burdened. This isn't the entrepreneurial dream you signed up for.


  • "Why am I 'working for my staff' instead of them working for me?"

    It feels backwards. You're constantly solving their problems, cleaning up their messes, and sacrificing your time to ensure they can function, rather than them empowering you to grow.


  • "I started this business for freedom and impact, but I'm just building myself a high-paying job."

     This isn't the dream. You envisioned a business that works for you, not one that demands every ounce of your time and energy, preventing you from enjoying the life you're building.

Common Business Problems

  • "I only have a limited hiring budget."

    You want to hire the best people, but you may not have the most attractive salary package to attract them. How can you work with your existing budget and still get good people?

  • "My customer support team is a revolving door"

    You're constantly hiring, training, and then losing good people because your current systems (or lack thereof) can't retain them. This leads to endless recruitment cycles and a perpetual state of being understaffed.


  • "Even when I find 'good' people, they consistently underperform."

    Despite their promising interviews, your new hires quickly fall into old habits, make repeated mistakes, or simply don't deliver the quality of service you expect. It feels like you're constantly babysitting instead of leading.


  • "My key staff member is leaving and I don't have anyone to replace them."

    The gloom of the day looms ahead, when you need to say goodbye to one of your top performers or key staff. Without anyone to replace them, you're left filling the gap yourself, without knowing how long you'll be doing this for.  

  • "Customer complaints are piling up, and our online reviews are taking a hit."

    Inefficient support means frustrated customers, which directly damages your brand reputation and deters potential new clients. This can feel like a direct threat to your business's future.


  • "My business growth has hit a wall because our support can't keep up."

    You have big ambitions, but every time you try to scale, your customer support becomes the bottleneck, preventing you from taking on more customers or expanding your offerings. It's frustrating to know your potential is limited by operational inefficiencies.


  • "I keep getting drained, working on things I'm neither good at nor passionate about."

    Perhaps you feel that you are spread too thin, among all the commitments in your business and personal life. 

  • "I don't trust my team to handle things without me."

    You constantly second-guess their decisions, feel the need to micromanage, and carry the weight of every customer interaction yourself because you lack confidence in your team's ability to deliver independently.


  • "I'm resenting my business (and perhaps even my own staff.)"

    The passion you once had is being replaced by frustration and a sense of being burdened. This isn't the entrepreneurial dream you signed up for.


  • "Why am I 'working for my staff' instead of them working for me?"

    It feels backwards. You're constantly solving their problems, cleaning up their messes, and sacrificing your time to ensure they can function, rather than them empowering you to grow.


  • "I started this business for freedom and impact, but I'm just building myself a high-paying job."

     This isn't the dream. You envisioned a business that works for you, not one that demands every ounce of your time and energy, preventing you from enjoying the life you're building.

Common Business Problems

  • "I only have a limited hiring budget."

    You want to hire the best people, but you may not have the most attractive salary package to attract them. How can you work with your existing budget and still get good people?

  • "My customer support team is a revolving door"

    You're constantly hiring, training, and then losing good people because your current systems (or lack thereof) can't retain them. This leads to endless recruitment cycles and a perpetual state of being understaffed.


  • "Even when I find 'good' people, they consistently underperform."

    Despite their promising interviews, your new hires quickly fall into old habits, make repeated mistakes, or simply don't deliver the quality of service you expect. It feels like you're constantly babysitting instead of leading.


  • "My key staff member is leaving and I don't have anyone to replace them."

    The gloom of the day looms ahead, when you need to say goodbye to one of your top performers or key staff. Without anyone to replace them, you're left filling the gap yourself, without knowing how long you'll be doing this for.  

  • "Customer complaints are piling up, and our online reviews are taking a hit."

    Inefficient support means frustrated customers, which directly damages your brand reputation and deters potential new clients. This can feel like a direct threat to your business's future.


  • "My business growth has hit a wall because our support can't keep up."

    You have big ambitions, but every time you try to scale, your customer support becomes the bottleneck, preventing you from taking on more customers or expanding your offerings. It's frustrating to know your potential is limited by operational inefficiencies.


  • "I keep getting drained, working on things I'm neither good at nor passionate about."

    Perhaps you feel that you are spread too thin, among all the commitments in your business and personal life. 

  • "I don't trust my team to handle things without me."

    You constantly second-guess their decisions, feel the need to micromanage, and carry the weight of every customer interaction yourself because you lack confidence in your team's ability to deliver independently.


  • "I'm resenting my business (and perhaps even my own staff.)"

    The passion you once had is being replaced by frustration and a sense of being burdened. This isn't the entrepreneurial dream you signed up for.


  • "Why am I 'working for my staff' instead of them working for me?"

    It feels backwards. You're constantly solving their problems, cleaning up their messes, and sacrificing your time to ensure they can function, rather than them empowering you to grow.


  • "I started this business for freedom and impact, but I'm just building myself a high-paying job."

     This isn't the dream. You envisioned a business that works for you, not one that demands every ounce of your time and energy, preventing you from enjoying the life you're building.

Experience the Liberated Leader Method™

Before

  • Occasional bad customer reviews, despite best efforts
  • 80% of issues escalated to manager (still you!)
  • Haphazard hiring process with no way of knowing how an employee will perform 6 months down the line
  • Fighting individual fires as they arise
  • Retrain every new hire individually without any materials
  • Knowledge base leaves when employee leaves
  • Low performance issues are fixed by firing the staff
  • Unhappy customers leave right away after a single poor experience
  • A Players turning into B Players
  • New sales efforts but customer retention rate is still the same
  • Staff have no way of knowing how they can do a better job or get promoted
  • Staff most look forward to ending their shift
  • Customer Support and Sales team don't have shared communication channels
  • Long staff meetings that are a drag for everyone
  • Customer Support staff afraid to let you know when issues arise or when there is an unhappy customer (you may never hear about it)
  • Customer Support staff only do the bare minimum
  • Inconsistent customer satisfaction across all products and services
  • Current manuals not being followed by staff

After

  • Consistent good customer reviews and referrals from existing customers
  • 20% issues escalated to manager
  • Accurate and efficient screening process to identify only the most suitable candidates
  • Established policy and framework for solving problems
  • Fully documented guides and tutorial videos that are recorded only once
  • Common knowledge base that is always up to date
  • Low performance issues are found and discussed proactively. (the system takes half the responsibility of poor staff performance)
  • Effective strategies to solve common customer pain points, making them stay longer
  • B Players turning into A Players; A Players turning into A+ Players
  • Solid customer retention foundation, so your sales efforts translate more directly into $
  • Transparent criteria-based promotion; staff is clear on what they can focus on improving at
  • Staff most look forward to hitting their benchmarks
  • Shared communication handbook for both Customer Support and Sales staff
  • Short staff meetings with active participation that leaves everyone feeling refreshed
  • Issues raised early on in the customer exchange, so it can be dealt with properly by the right person and within a reasonable timeframe
  • Customer Support staff transformed into customer advocates and brand ambassadors
  • Consistent tone and experience throughout all touch points of the customer journey
  • Easy-to-use Q&A handbook for complex customer questions

Before

  • Occasional bad customer reviews, despite best efforts
  • 80% of issues escalated to manager (still you!)
  • Haphazard hiring process with no way of knowing how an employee will perform 6 months down the line
  • Fighting individual fires as they arise
  • Retrain every new hire individually without any materials
  • Knowledge base leaves when employee leaves
  • Low performance issues are fixed by firing the staff
  • Unhappy customers leave right away after a single poor experience
  • A Players turning into B Players
  • New sales efforts but customer retention rate is still the same
  • Staff have no way of knowing how they can do a better job or get promoted
  • Staff most look forward to ending their shift
  • Customer Support and Sales team don't have shared communication channels
  • Long staff meetings that are a drag for everyone
  • Customer Support staff afraid to let you know when issues arise or when there is an unhappy customer (you may never hear about it)
  • Customer Support staff only do the bare minimum
  • Inconsistent customer satisfaction across all products and services
  • Current manuals not being followed by staff

After

  • Consistent good customer reviews and referrals from existing customers
  • 20% issues escalated to manager
  • Accurate and efficient screening process to identify only the most suitable candidates
  • Established policy and framework for solving problems
  • Fully documented guides and tutorial videos that are recorded only once
  • Common knowledge base that is always up to date
  • Low performance issues are found and discussed proactively. (the system takes half the responsibility of poor staff performance)
  • Effective strategies to solve common customer pain points, making them stay longer
  • B Players turning into A Players; A Players turning into A+ Players
  • Solid customer retention foundation, so your sales efforts translate more directly into $
  • Transparent criteria-based promotion; staff is clear on what they can focus on improving at
  • Staff most look forward to hitting their benchmarks
  • Shared communication handbook for both Customer Support and Sales staff
  • Short staff meetings with active participation that leaves everyone feeling refreshed
  • Issues raised early on in the customer exchange, so it can be dealt with properly by the right person and within a reasonable timeframe
  • Customer Support staff transformed into customer advocates and brand ambassadors
  • Consistent tone and experience throughout all touch points of the customer journey
  • Easy-to-use Q&A handbook for complex customer questions

Before

  • Occasional bad customer reviews, despite best efforts
  • 80% of issues escalated to manager (still you!)
  • Haphazard hiring process with no way of knowing how an employee will perform 6 months down the line
  • Fighting individual fires as they arise
  • Retrain every new hire individually without any materials
  • Knowledge base leaves when employee leaves
  • Low performance issues are fixed by firing the staff
  • Unhappy customers leave right away after a single poor experience
  • A Players turning into B Players
  • New sales efforts but customer retention rate is still the same
  • Staff have no way of knowing how they can do a better job or get promoted
  • Staff most look forward to ending their shift
  • Customer Support and Sales team don't have shared communication channels
  • Long staff meetings that are a drag for everyone
  • Customer Support staff afraid to let you know when issues arise or when there is an unhappy customer (you may never hear about it)
  • Customer Support staff only do the bare minimum
  • Inconsistent customer satisfaction across all products and services
  • Current manuals not being followed by staff

After

  • Consistent good customer reviews and referrals from existing customers
  • 20% issues escalated to manager
  • Accurate and efficient screening process to identify only the most suitable candidates
  • Established policy and framework for solving problems
  • Fully documented guides and tutorial videos that are recorded only once
  • Common knowledge base that is always up to date
  • Low performance issues are found and discussed proactively. (the system takes half the responsibility of poor staff performance)
  • Effective strategies to solve common customer pain points, making them stay longer
  • B Players turning into A Players; A Players turning into A+ Players
  • Solid customer retention foundation, so your sales efforts translate more directly into $
  • Transparent criteria-based promotion; staff is clear on what they can focus on improving at
  • Staff most look forward to hitting their benchmarks
  • Shared communication handbook for both Customer Support and Sales staff
  • Short staff meetings with active participation that leaves everyone feeling refreshed
  • Issues raised early on in the customer exchange, so it can be dealt with properly by the right person and within a reasonable timeframe
  • Customer Support staff transformed into customer advocates and brand ambassadors
  • Consistent tone and experience throughout all touch points of the customer journey
  • Easy-to-use Q&A handbook for complex customer questions

The Bright Vision: What Success Looks Like

Three women are sitting at a table looking at a laptop.

Imagine this: It's a Tuesday morning, and instead of wrestling with customer complaints or micromanaging staff, you're calmly reviewing high-level growth strategies for the next quarter. Your phone isn't buzzing with urgent support tickets; it's quiet, a testament to the efficient, self-managing customer support team you've built.


Your team? They're not just "doing their job."
They're proactive, empowered problem-solvers who handle customer interactions with confidence and finesse. You see glowing online reviews and delighted customer testimonials consistently rolling in, proving that your customers aren't just satisfied – they're becoming your biggest advocates. The constant churn of staff is a distant memory; instead, you have a stable, high-performing team that takes immense pride in their work and truly understands your business's values.


But here’s the most profound change: You've reclaimed your time, your energy, and your passion. You're no longer drained and resentful. Instead, you're energized, focused on innovation, and
enjoying the strategic leadership role  you always envisioned. You have the freedom to disconnect without anxiety, knowing your business is running like a well-oiled machine, generating revenue and delighting customers even when you're not in the weeds.


This isn't just about greater profits; it's about true entrepreneurial freedom and peace of mind. It's about looking at your thriving business and realizing that every hour you invest now
builds towards a future where your business works for you, not the other way around. This is the clarity, the control, and the boundless potential you started your business to achieve.


  • Is This You?

    You:

    • Have a 7 figure business 
    • Have a great product/service and sound business model
    • Are missing solid level 1 and level 2 leaders in your customer support team 
    • Currently experiencing customer service issues or bottlenecks
    • Are experiencing burnout, and would benefit from more systemisation 
    • Or, you have a separate sales team and customer support team that would benefit from more upsell training and cross department integration, such as handling complaints and issues

Failure: The Unseen Cost of Inaction

A group of people are sitting around a table with laptops.

Imagine waking up six months from now, only to find yourself trapped in the exact same cycle, or worse. The "day-to-day grind" isn't just a phrase anymore; it's your reality. You're still the first line of defense for every customer complaint, still micromanaging a team that never quite meets expectations, and constantly wondering if that promising new hire will actually stick around this time.


Your phone buzzes relentlessly, pulling you away from strategic meetings, family time, and even a moment's peace. Every email in your inbox feels like another fire to put out.
The dream of scaling your business? It's fading. You watch competitors grow, innovate, and delight their customers, while your company remains stuck on a plateau, held back by the very support system meant to facilitate growth.


The stress isn't just professional; it's deeply personal. You're exhausted, often irritable, and the joy you once found in your business has been
replaced by a gnawing resentment. That entrepreneurial freedom you craved has become a golden cage, where you're working harder than ever, often for less actual progress. Your trusted staff members start looking for greener pastures, fed up with the chaos and lack of clear direction. Your online reputation slowly erodes as frustrated customers take their complaints public, deterring new prospects and making every sale an uphill battle.


This isn't just about
lost profits; it's about lost potential, lost time, and a profound sense of burnout. It's the silent erosion of your passion, the constant weight of responsibility without the reward of true growth or peace of mind. The stakes aren't just monetary; they're the very future of your business and your personal well-being. Can you afford to let another six months slip away, repeating the same painful patterns?



Tired of being trapped in the customer support chaos?

Your escape starts today. Complete our 5-Minute Checkup where you'll receive a personalised report

(only takes 5 min)

Take The 5-Minute Checkup™
  • Pinpoint the core issues
  • Determine if our proven methods are right for you
  • Receive a personalised report

As a business owner, I understand the unique challenges

What I can bring to the table

As a business owner, I understand the unique challenges

What I can bring to the table

  • Get practical training applied to where it matters most - current weak ares of customer support
  • Focuses on increasing profitability and the valuation of your company
  • I understand your unique challenges
  • I'm good at figuring out what the missing link is - especially when training is not working.
  • I work with the executive team, keeping the meetings high energy, high level, and high effectiveness


"I have a no-nonsense approach to things, this means I am focused on results, I am focused on team dynamics, and I am most importantly, focused on the bottom line. I don’t spend time working on things that don’t critically affect those three areas. "

A woman in a black sweater is smiling with her hands outstretched

Kate Winter

  • Get practical training applied to where it matters most - current weak ares of customer support
  • Focuses on increasing profitability and the valuation of your company
  • Kate is good at figuring out what the missing link is - especially when training is not working.
  • Kate works with staff of all levels within the business, including the executive team; keep the energy high level, high energy, and high effectiveness


A woman in a black sweater is smiling with her hands outstretched

Kate Winter

"I have a no-nonsense approach to things, this means I am focused on results, I am focused on team dynamics, and I am most importantly, focused on the bottom line. I don’t spend time working on things that don’t critically affect those three areas. "

  • Get practical training applied to where it matters most - current weak ares of customer support
  • Focuses on increasing profitability and the valuation of your company
  • Kate is good at figuring out what the missing link is - especially when training is not working.
  • Kate works with staff of all levels within the business, including the executive team; keep the energy high level, high energy, and high effectiveness


"I have a no-nonsense approach to things, this means I am focused on results, I am focused on team dynamics, and I am most importantly, focused on the bottom line. I don’t spend time working on things that don’t critically affect those three areas. "

A woman in a black sweater is smiling with her hands outstretched

Kate Winter

A white background with a few lines on it

I used to bunch up a whole week's worth of customer support tickets...


"I used to bunch up a whole week's worth of customer support tickets and then spend an entire day replying to them. We constantly had inefficiencies with our customer support processes.


After working with Kate, we were able to hire and retain A Players with less money, by switching to remote staffing. Our profitability went through the roof over a 12 month period, and we streamlined customer support and operations."


Edward W, Champion Web Pte Ltd

A man is standing next to a woman sitting in front of a computer.

"I used to bunch up a whole week's worth of customer support tickets..."


"I used to bunch up a whole week's worth of customer support tickets and then spend an entire day replying to them. We constantly had inefficiencies with our customer support processes.


After working with Kate, we were able to hire and retain A Players with less money, by switching to remote staffing. Our profitability went through the roof over a 12 month period, and we streamlined customer support and operations."

Edward W, Champion Web Pte Ltd

A man is standing next to a woman sitting in front of a computer.
A man is standing next to a woman sitting in front of a computer.

Inspired by Edward's success?


Who in your network is ready for similar growth?



  • Share the story
  • Help a friend transform their business
  • Empower a fellow entrepreneur
A man is standing next to a woman sitting in front of a computer.

Inspired by Edward's success?


Who in your network is ready for similar growth?



  • Share the story
  • Help a friend transform their business
  • Empower a fellow entrepreneur
A man is standing next to a woman sitting in front of a computer.

Inspired by Edward's success?


Who in your network is ready for similar growth?



  • Share the story
  • Help a friend transform their business
  • Empower a fellow entrepreneur

Cost Of Mishire Calculator

Cost Amount Notes
Hiring Cost $800 Advertisement, recruitment fees, manager's time
Exit Cost $3,000 Severance pay, admin hours for paperwork
Training Cost $4,550 Manager's time to train ($35/hour) x time taken to train (e.g. 6 months = 650 hours)
Employee Salary $27,040 New hire hourly rate ($26/hour x hours worked) - assuming 6 months
Total Mishire Cost = $35,390

Cost Of Mishire Calculator

Cost Amount Notes
Hiring Cost $800 Advertisement, recruitment fees, manager's time
Exit Cost $3,000 Severance pay, admin hours for paperwork
Training Cost $4,550 Manager's time to train ($35/hour) x time taken to train (e.g. 6 months = 650 hours)
Employee Salary $27,040 New hire hourly rate ($26/hour x hours worked) - assuming 6 months
Total Mishire Cost = $35,390

No one wants a mis-hire, but how can we guarantee that our hires turn out to be A Players?


The right system makes top performers the standard, not the exception. Discover our framework for building your elite team.

A neon sign that says `` time is precious '' on a black background.

Take decisive action.


Your business is ready to scale, but your support team might not be.


Schedule your Assessment Call right now. We'll quickly identify if we can build the efficient, autonomous customer support engine your business desperately needs to thrive.

Apply for Coaching

Take decisive action.


Your business is ready to scale, but your support team might not be.



Schedule your Assessment Call right now. We'll quickly identify if we can build the efficient, autonomous customer support engine your business desperately needs to thrive.

Apply for Coaching

Take decisive action.


Your business is ready to scale, but your support team might not be.


Schedule your Assessment Call right now. We'll quickly identify if we can build the efficient, autonomous customer support engine your business desperately needs to thrive.

Apply Now