Tier 2 Technical Operations
Protect retention and maintain complex customer stability with Tier 2 support, escalation management, technical account management and system administration.
Explore →CX Technology Solutions
Your SaaS Product is only as strong…
As the Support Team Behind it.
CXTS provides the technical support, operations, AI assurance, and engineering capacity that let SaaS companies scale without losing control of the customer experience.
What we do
One connected team to operate, scale and assure customer experience.
From post-sale technical operations and embedded specialists to continuous AI testing and human review, CXTS helps you protect retention, improve service quality and scale without adding fragmented vendors or handoffs.
Tech Staff Augmentation
Expand capacity and accelerate critical initiatives through a flexible staffing model that avoids permanent overhead and helps protect EBITDA.
Explore →AI Assurance & Human Review
Continuously test AI conversations and customer journeys, with expert human review to identify, resolve, and prevent failures before experiences are affected.
Explore →30% lower operating costs20% greater scheduling efficiencyImproved SLA performance
Why CXTS
Capability, context, and ownership in one operating partner.
Embedded, not just capacity
We learn your product well enough to operate as part of your team, not a vendor working from a script.
Explore →Technical depth
We trace issues through logs, integrations, and infrastructure instead of stopping at 'can’t reproduce.'
Explore →Customer understanding
A fix that is technically correct but breaks a customer workflow is not done. We connect what is happening in the system to what the actual customer experiences.
Explore →Accountable to outcomes
We coordinate the right people, validate the fix, and make sure it does not come back as someone else's escalation — with reporting that makes progress visible, not just promised.
Explore →
Connected capabilityTechnical depth, customer context, and accountable ownership in one delivery model.
Engagement models
The right expertise, structured around your needs.
Choose the level of ownership and capacity your business requires, from a dedicated operational team to flexible specialist support or outcome-based project delivery.
Dedicated Team
A named team embedded in your operation, providing consistent ownership, deep product knowledge and dependable ongoing coverage.
Best for: Ongoing technical and customer operations
Shared Specialist Capacity
Flexible access to experienced specialists who expand your capacity as priorities change without the fixed overhead of permanent headcount.
Best for: Capability gaps, fluctuating demand and specialist needs
Outcome-Based Projects
A defined team, scope and timeline for assessments, implementations and transformation initiatives tied to measurable business outcomes.
Best for: Clearly defined goals, timelines and deliverables
Engagement models can be combined and adapted as your needs evolve.
How we work
From onboarding to continuous improvement.
FAQ
Practical answers before we begin.
What services can CXTS take ownership of?+
CXTS can take ownership of defined operational functions, including Tier 2 support, technical account management, platform administration, customer success operations, launch support and quality monitoring. We can manage an entire workflow or add specialized capacity where your existing team needs it most.
How is CXTS different from a traditional BPO or staffing firm?+
CXTS provides experienced specialists who operate as an extension of your team, not a high-volume outsourcing layer. We combine technical expertise, clear accountability, and continuous improvement to resolve complex issues, strengthen operating processes and deliver measurable results.
How does CXTS integrate with our existing team, tools and workflows?+
We work within your existing technology, processes and communication channels. During onboarding, we establish responsibilities, workflows, escalation paths, service expectations and reporting requirements so our specialists can collaborate effectively without disrupting your operation.
How quickly can CXTS get started?+
A focused engagement can typically be mobilized within two to four weeks, depending on scope, technical complexity and access requirements. We begin by confirming priorities, assigning the right specialists and documenting the workflows and success measures required for a controlled transition.
Can we begin with a defined pilot or limited scope?+
Yes. Many clients begin with a focused pilot involving a specific product, workflow, customer segment or coverage period. This provides an opportunity to validate the operating model, measure results and refine the approach before expanding the engagement.
What coverage models do you offer?+
CXTS offers flexible coverage based on your operational requirements, including business-hours, extended-hours, after-hours, weekend and 24/7 models. Coverage can supplement your internal team, address specific service gaps or provide continuous ownership of an agreed function.
How do you ensure quality, security and accountability?+
We operate within agreed security policies, access controls and documented procedures. Quality is supported through defined ownership, service levels, escalation paths, regular reviews and transparent reporting, giving you clear visibility into performance, risks and required actions.
How do you measure performance and successful resolution?+
We establish success measures with each client, including service levels, response and resolution times, quality scores, recurring-issue reduction and customer-impact indicators. An issue is considered resolved when the outcome has been validated, communicated and documented, not simply when a ticket is closed.
How is pricing structured?+
Pricing is based on the required expertise, scope, coverage hours, service levels and level of ownership. Engagements can be structured around a defined pilot, dedicated monthly capacity or a managed service, providing a predictable cost aligned with your operational requirements.
Start with the business problem
Build the capability your customers depend on.
Tell us what is breaking, scaling, or consuming internal capacity. We will help identify the right team, scope, and next step.
Book a 30-minute call