Scale Customer Love

Customer operations and support consulting through all stages of growth

Who is Alex Mozes

Alex’s first day at Udemy as employee #15 was spent talking to customers.

Over the next 10 years, Alex’s relentless focus on the customer anchored his approach to scaling a spectacular customer experience for Udemy’s marketplace through all stages of growth. By the time Udemy IPO’d, he’d built a Global Customer Operations team that spanned 4 continents, supporting 11 languages & over 100 million learners.

Alex led all stages of scale across the many departments of customer operations including Support, Community, Trust & Safety and Operations. As a leader in the Customer Care, Alex founded the Support Leaders Meetup group in San Francisco, and continues to speak and write regularly on this ever evolving industry.

Today, Alex is proud to offer his expertise as an advisor, consultant, and fractional leader, focusing on businesses faced with inflection points and growing pains in their customer operations. In his free time he teaches a STEM sailing course for 4th & 5th graders, advocates for his Berkeley community as a member of the Police Accountability Board, and relishes his time with his wife and daughter.

Engagement Types

  • Add a voice of experience and an objective perspective to your team. Get expert guidance on AI strategies, mentor new leaders, avoid pitfalls and exploit shortcuts to scaling customer care through all stages of growth. Strategic advisor engagements are delivered through either a structured series of KPI and initiative reviews, or a standing meeting with key partners. Usually 1hr/week commitment.

  • Engage a seasoned leader to quickly set your Customer Care organization on a path to success, at a lower cost and commitment than a full-time hire. Ensure rapid improvement of KPIs with experienced leadership in the execution of key initiatives. Typical ramp time less than 2 weeks. Grow and mentor existing team and to setup organization for future success. Usually 10hr/week commitment.

  • If your team is too underwater to dedicate cycles to the longterm goals, or you lack the in house expertise to execute on a specific Customer Care initiative, we can develop a discreet project proposal with a defined timeline, set of milestones, key deliverables & target outcomes. This type of engagement comes in all shapes and sizes. Contact the Sheprd team to discuss your needs.

  • Expand your understanding of the current state of Customer Service with a multidimensional report on the nature of your tickets, agent productivity, and system/process speed bumps. A proprietary methodology dubbed EAOI produces an actionable, prioritized set of recommendations with guaranteed impacts on the KPIs you care about. Typically a 2-3 month process, depending on complexity.

Support

  • Growth planning, org structure and BPO outsourcing

  • KPI data analysis and reporting, forecasting and budget management

  • Systems, tools and platform strategy and deployment

  • Ticket remediation, automation and deflection

  • Response optimization and CSAT improvement, including QA and agent training

  • Manager development and mentorship

Community

  • Strategy development through customer engagement and market research

  • Coordinated online community deployment to ensure engagement

  • Moderator strategy development and team training

  • Event and conference planning and execution

Trust & Safety

  • Policy development based on industry norms and customer ideals

  • User Generated Content review process, including AI implementations

  • Content moderation operations & training

  • Fraud prevention strategies and tools

  • DMCA copyright and trademark infringement management, workflow development and legal team coordination

CX

  • Customer Journey Mapping

  • Voice of the customer initiatives

  • Customer Lifecycle and Retention management

  • Customer Outreach, engagement and loyalty

Testimonials

  • “Alex provided valuable expertise as we scaled our support function into new geographies and navigated a substantial upsurge in case volumes. His wealth of experience in leading support organizations helped us look around corners and level up our growing team. “

    Daniel Stewart
    BizOps & Strategy @ Nova Credit

  • “We had a critical request from a well known media company, looking to build out a curated community function. Alex was brought in as the Fractional CXO, and did an amazing job. In tight collaboration with key stakeholders, Alex articulated a roadmap, created policy documents, training guides for moderators, and coordinated the launch plan. The project was a huge success, and we welcome future opportunities to collaborate with him."

    Shervin Talieh
    Founder & CEO @ PartnerHero

  • “Alex was both an excellent team leader and a fantastic individual mentor. He set an incredible example of how to lead from a place of positivity and created a joyful and productive atmosphere despite the grueling customer service work that dominated our day-to-day. If you ever have the chance to work wit Alex, take it!”

    Sachi Yokose
    Customer Success @ Parabola

  • “Alex's people first approach manifests in his unparalleled customer-centric mentality -- not only does he start every discussion anchored in the customer experience, he is an evangelist, pushing others to do the same, and in turn pushing us to build a better product, customer experience, and company.”

    Frank Visciano
    Startup Advisor & Fractional CxO

  • “Working with Alex was great! He was insightful on ways to scale our support team, improve our CSAT, and set better goals. He helped our support team mature, supported me with personal development leveled up my managerial skills. Needless to say, he was a great assist to our team. Thank You, Alex!”

    Jordan Davies
    Manager of Consumer Operations

  • “Alex went above and beyond in delivering nuanced policies, thoughtful plans, and operational strategies for our leadership team. He exceeded expectations on the projects we knew we needed help with, and delivered on needs we hadn’t even considered. We’d love to work with him again.”

    Greg Griffin
    Head of Growth @ TYT Network