The CX agency for Aussie ecommerce brands

Customer service
you're proud of.

We're the customer experience agency that helps ecommerce brands build the kind of customer service customers tell their friends about.

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5 minutes · free · or book a chat
Is this you?

If three of these sound familiar, we should talk.

We work with operators inside Aussie ecom brands who know their CX function is the part of the business they keep meaning to get to - but haven't.

  • You're on Shopify, with Zendesk, Gorgias or similar
  • You've got an offshore team - or you're about to start one
  • CSAT is okay but not great. Customer sentiment bites sometimes
  • Customer service feels reactive and costly, not proactive and insightful
  • Your CX manager is stretched thin - or you don't have one yet
  • You've tried to fix it internally. It hasn't stuck
The unsexy truth

Most "support problems" aren't support problems. They're refund policy problems. Returns flow problems. Product page problems. The inbox is just downstream of everything else.

Hiring more agents won't fix it. Buying more AI won't fix it. A new help desk won't fix it.

What fixes it: someone who actually knows what they're looking for, and isn't afraid to point at the real cause.

That's the work. And it starts with a Deep Dive - across the whole customer journey, not just the inbox.

Some of the brands we've Deep Dived

St Frock● General Pants● LEGO Australia● Koala● Zero Co● Skutopia● StoreLocal● SOI● TileCloud● Boyce● St Frock● General Pants● LEGO Australia● Koala● Zero Co● Skutopia● StoreLocal● SOI● TileCloud● Boyce●
The Supporty CX Deep Dive

A proper look at how your CX actually operates.

Over 2–3 weeks, we look at the whole customer journey - your tickets, tools, team, metrics, returns flow, refund policy, product pages, shipping comms. Not just the support function. We find what growth has actually exposed: where it's breaking, where it's leaking, where it's costing you more than it should.

Flat rate · all in
$2,500+GST
2–3 weeks · no retainer required · no upsell pressure
Most brands who do a Deep Dive go on to work with us long-term.

What you walk away with

  • A full findings report - what's working, what's leaking, what's costing you
  • A ranked list of opportunities, sized and prioritised by impact
  • Specific project recommendations - goals, actions, expected outcomes
  • A clear 90-day focus plan: where to start, what to leave
  • An hour together to walk through the lot, your team welcome

Ready to do this properly?

Most Deep Dives find $50k–$200k of cost or revenue sitting unrealised in the CX function. Worst case, you walk away with a clearer view of your business.

Book the Deep Dive →
Or get the free 5-minute CX score first
Anonymised from real Deep Dives

What we usually find.

CSAT lifts, fast.

We typically see customer sentiment tick up within the first 90 days post-Deep Dive - often by 10–20 points - through workflow rebuilds, smarter macros, and the quiet things customers actually feel.

More done. Without more spend.

Ticket volume doubles through growth peaks. The team handles it without growing headcount, without overtime, and without burning out the people doing the work.

Insight, not just inbox.

We turn your support function into the most useful read on your customer you've got. Returns trends, product friction, fulfilment pain - fed weekly into product, marketing, and ops.

Anonymised case studies

What it looks like in practice.

Real anonymised work across the Aussie ecom brands we've been inside. Names redacted. Outcomes real.

Ecommerce · $20M ARR

From 71% CSAT to 94% - and held there.

We stepped in as embedded leadership. CSAT was sitting at 71%, tickets waiting 19 hours for a first response, cost-per-order at $0.45. We owned the function end-to-end through a Deep Dive then an embedded engagement.

  • CSAT 71% → 94% within 90 days, sustained 88–93% for 2+ years since
  • One-touch resolution 12% → 75%+
  • Volume scaled 2× through growth peaks — same team
Ecommerce · $24M ARR

60% of support volume traced to one root cause.

Peak trading hit and support volume exploded. The team got blamed. The data told a different story: nearly 60% of inbound tickets were customers asking “where is my order?” — driven by post-purchase journey friction, not team performance.

  • ~$225k/year retained revenue projected from a 5% refund-rate improvement
  • TPO embedded as a commercial health metric, not just operational
  • Support stopped being the bleeding edge of every upstream gap
Ecommerce · $36M ARR

Predictable peaks. Unprepared capacity.

Volume doubled through Q4 every year — like clockwork. But staffing didn't flex with it. Response times collapsed from 2 hours to 40+. CSAT followed, dropping from 82% to 54%. The team was fine. The operating model wasn't.

  • Surfaced a 12-month forecast model tied to the commercial calendar
  • Pathway to stabilise CSAT in the 80s through peak trading
  • Reframed support as a journey signal, not just a staffing problem
Ecommerce · $50M ARR

Team felt overwhelmed. The data said they weren't.

The team was burning out, internal NPS sat at −60, and the belief was workload was crushing them. Data review showed productivity at 2 tickets per hour — well below the 6–8 benchmark for multi-channel support.

  • Pathway to 3× productivity, no new headcount required
  • Leadership cadence and weekly coaching rhythm installed
  • “Complicated” reframed as “structured” — language shifted, performance followed
Ecommerce · $15M ARR

$45k+ of avoidable headcount, surfaced in weeks.

The helpdesk was buried in automation noise. Agents closing 4 tickets per hour vs an 8-per-hour benchmark. Mobile UX creating preventable enquiries on the subscription flow that 78% of customers used.

  • $45k+ in avoidable annual staffing cost surfaced
  • Helpdesk reconfigured for accurate operational data
  • Weekly CX insight loop into product, retention, growth
After the Deep Dive

Then we help you actually do it.

You leave the Deep Dive with a plan. From there, you choose how much of the work you want us to take on. Three standard tiers, custom packages too.

You Do It

Coaching & direction.

Your team leads delivery. We coach you (or your CX leader) through it.

  • Weekly working sessions with your CX lead
  • Strategic direction on roadmap and decisions
  • 1-on-1 leadership coaching for new and emerging CX leaders
  • On-call Slack/email for the messy bits
  • Best for teams with an existing CX manager
We Do It

Shared execution.

We split the work. You keep the steering wheel.

  • We own specific projects from the Deep Dive plan
  • Embedded in your tools and your team
  • Weekly delivery sessions + async work
  • Best when no one internally has the runway
I Do It

Embedded leadership.

Fractional Head of CX. We run the function with you.

  • We own ~80% of delivery end-to-end
  • Direct team management, hiring, vendor calls
  • Reporting line into you, executive cadence
  • Best when CX leadership is the gap itself
Pricing scoped honestly after the Deep Dive,  based on what's actually needed - not a price list we wave at you.
The other pillar

We know where the best CX people are.

The other half of Supporty is a CX talent practice. After 20 years inside fast-growing Aussie brands, we know where the best CX operators are. We find them, vet them, and place them in your business. Three ways we typically work.

01

A remote team, sourced and supported by us

Remote CX talent we find, vet, and back with two decades of CX leadership. We've been running customer service functions since 2018, and leading teams for 20 years before that. The people we place embed in your business - we make sure they perform, develop, and stay.

02

A full-time hire in Australia

We source, screen, and interview local candidates. You meet the shortlist and make the call. Standard placement model.

03

A vetted BPO partner

We've already scoped the ethical, capable ones. We make the introduction and stay supportive throughout.

Free tool · 5 minutes

Not ready for the Deep Dive? Start here.

Five quick questions across sentiment, cost, team, systems, and the role CX plays in your business. We benchmark you against the Aussie ecom brands we've worked inside, then tell you where the next 90 days of effort should go.

  • Get a 0–100 CX score, instantly
  • See which lever moves yours the most
  • Benchmarked against 20+ Aussie ecom brands
Take the 5-minute scorecard →
Your CX score
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Holding it together
SentimentCostTeamSystemsStrategy
Sarah Thomas
The founder

Sarah Thomas

Founder, Supporty

I've spent nearly 20 years building customer experience teams - from 3 to 100+ people, across startups, corporates, and BPOs.

I was the founding Head of CX at MILKRUN, where I built the support function from scratch and kept CSAT at 90%+ every month through one of the wildest rides Aussie ecommerce has seen. Before that, I ran Member Experience at Car Next Door through a peer-to-peer marketplace's messy growing pains, and global CX at EHPlabs as it scaled across markets.

I started Supporty because I kept watching ecom founders pour money into ads, brand, and tech - and treat customer service like a cost line. It's not. It's the most under-leveraged growth channel in your business, and the people doing the work deserve better than macros and good vibes.

Now my time goes into Deep Dives, embedded engagements, coaching emerging CX leaders, and helping brands hire the right people. The aim is the same as it's always been: customer service Aussie ecom brands are proud of.

Email Sarah Connect on LinkedIn

Want to actually talk?

30 minutes. No pitch deck. No "discovery framework." Just a real chat about what's happening in your CX, and whether the Deep Dive (or anything else) would be useful.

If we are, we'll tell you. If we're not, we'll tell you that too.

Book a chat →