thomas.txt

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CX Leader & AI Strategist

I help CX teams do what they do best — by getting the repetitive stuff off their plate. I use AI and automation to handle the simple, scalable work so your talented humans can focus on the conversations that actually matter. I've been building this way for years, from automation platforms like Zapier and Coda to leading CX orgs through hypergrowth at companies like CoinTracker and Wingspan.

$ lets_talk

~/services $ cat *

Fractional CX Leadership

Need executive-level CX thinking without a full-time hire? I embed with your team as a fractional Head of CX — setting strategy, building culture, and driving the metrics that matter. Ideal for companies in growth mode that need seasoned leadership now.

AI & Automation Strategy

AI should give your team superpowers, not replace them. I've spent years deep in the automation world — at Zapier, at Coda, and now deploying AI solutions that deflect 60%+ of support volume while keeping satisfaction high. I'll find the highest-impact opportunities in your workflows and implement tools that actually resolve issues, so your team can focus on the complex, human problems they're great at.

CX Team Buildout

From hiring your first support rep to structuring a multi-tier team with specialists and leads, I've scaled CX orgs from zero at multiple companies. I'll help you build the right team structure, hiring profiles, training programs, and quality frameworks for your stage.

Tool Stack & Ops Consulting

Zendesk, Intercom, Assembled, custom integrations — I've implemented and optimized the full CX tool stack. I'll help you pick the right tools for your size and complexity, get them configured properly, and build the workflows and reporting that keep everything running smoothly.

~/results $ cat metrics.log

60%+

Ticket deflection through AI — real resolutions that free your team to focus on what humans do best.

0→30+

CX teams built from scratch, including hiring, onboarding, and management structure across multiple high-growth companies.

25%

Reduction in resolution times through operational improvements, better tooling, and smarter workflow design.

"Thomas's ability to listen, understand, and quickly build trust with a wide range of stakeholders was instrumental to this project's success. He delivered clear, prioritized recommendations that we could act on immediately."

— Megan Quinn, VP of Customer Experience, SoundCloud

Thomas embedded with SoundCloud's global CX team as a fractional leader, conducting cross-cultural stakeholder interviews and delivering an actionable alignment strategy across their Berlin and New York operations.

~ $ cat about.md

I've spent a decade in CX leadership at fast-moving tech companies — from automation platforms (Zapier, Coda) to fintech (CoinTracker, Wingspan) and beyond. That automation background wasn't an accident — it's the lens I bring to everything. I've been the first CX hire, built teams from the ground up, and led through hypergrowth, always looking for ways to build systems that scale alongside the business.

I got into consulting because I kept seeing the same problems at company after company: support teams buried in tickets, AI tools purchased but never properly implemented, and talented people spending their days on work a machine could handle. I help companies fix that — not by replacing people, but by giving them the tools and systems to do more meaningful work.