I fix the operational friction slowing down your growth.
I help SaaS founders and service businesses clean up onboarding, support workflows,
and internal systems — turning chaos into clarity in 30–60 days.
Faster onboarding with fewer touchpoints.Lower support volume and cleaner escalations.Workflows that actually match how your business runs.You stop being the “system of record” for everything.
~5 hours/week of senior-ops support. Built for lean teams who still expect tactical precision.
Typical result
25–40% fewer repeat tickets
Once root issues in systems and workflows are fixed.
Onboarding time
Hours → 20–30 minutes
By tightening steps and unifying communication.
Founder time
+5–10 hrs/week back
When you’re no longer the default escalation path.
Engagement window
Impact in 30–60 days
You feel the difference before the quarter ends.
What I Do
Diagnose where things are actually breaking — then fix the root cause.
Most operational pain doesn’t come from “bad people.” It comes from unclear
processes, broken handoffs, and tools that don’t match how the business really
runs. I start by mapping how customers and staff move through your system, then
redesign the journey and supporting structures so everything runs cleaner.
Customer-Facing Systems
Customer journey mapping from first touch through retention.
Onboarding redesign and activation path clarity.
Reducing repetitive support tickets and confusion.
Clear, reality-based CX documentation.
Fewer “where do I click?” and “who owns this?” moments.
Internal Systems
Workflow and SOP design for support, ops, and front-line teams.
Escalation and troubleshooting frameworks.
Tool setup and configuration (CRM, helpdesk, automations).
Removing duplicate work and pointless steps.
Making sure the system doesn’t live only in your head.
30–60 Day Impact
What usually improves first.
You don’t need a full reorg to feel relief. When we focus on the right flows,
small but precise changes compound quickly.
Ticket volume drops because repeat problems stop coming back.
Onboarding stops being a time sink and becomes a clear path.
Internal teams know who owns what — fewer “hot potato” issues.
SOPs finally line up with how work actually gets done.
Tools start working with your business instead of against it.
Escalations become predictable, not chaotic.
Customers activate faster and ask better questions.
You stop spending your days untangling operational noise.
Ways To Work Together
Start small, then scale up support if it makes sense.
Friction Audit
$400–$750 · 2–3 hours
A tight pass through your customer journey, onboarding, and core workflows.
You get a friction map, root-cause observations, and a prioritized 30-day
action plan. Direct, tactical, and to the point.
Systems & Journey Fix
$800–$2,500 · scoped project
We pick one critical area — onboarding, support flow, escalation, or a
cross-team process — and rebuild it properly. Cleaner steps, better
handoffs, tuned tools, and documentation your team will actually use.
Fractional Operator Retainer
$1,500/mo · ~5 hrs/week
Ongoing troubleshooting, workflow improvements, documentation, and system
optimization across your customer journey and internal operations. One
person whose job is to keep friction low as you scale.
Snapshots From Similar Work
The kind of outcomes this work is designed to produce.
SaaS-Like Platform
Mapped the customer journey and fixed broken handoffs between sales, ops,
and support. Cleaned up tools and escalations. Result: fewer tickets,
shorter resolution times, and less “who owns this?” confusion.
Service Business
Took an onboarding process that required ~2 hours of manual back-and-forth
and redesigned it into a clear 20–30 minute guided flow. Fewer customer
questions, faster time-to-revenue, and a less annoyed team.
Fintech / Payments
Untangled recurring escalation loops caused by unclear ownership and
missing SOPs. Implemented a troubleshooting framework and routing rules
so issues land in the right place the first time.
Growing SMB
Documented the real way work was getting done, then simplified. Turned
tribal knowledge into a set of clear, followable SOPs and gave the founder
back multiple hours each week previously spent “re-explaining how we do it.”
Best Fit Clients
Where I plug in cleanly.
I’m most useful when the business is already moving and the cracks are starting to show.
SaaS founders (Seed → Series B) with growing user bases.
High-touch service businesses scaling operations and headcount.
Support teams needing cleaner workflows and escalation.
Founders spending too much time putting out the same fires.
Payment / fintech–adjacent businesses with complex flows.
Boston-area SMBs with messy onboarding or internal ops.
Not The Best Fit For
E-commerce brands (physical goods logistics).
Teams looking for a Virtual Assistant to just "do tasks."
Pre-revenue startups with no customers/flow to optimize yet.
About Ray
I’ve spent decades working directly with small and mid-sized businesses —
from personal tax clients to high-touch service operators to SaaS and
fintech platforms.
At Punchey, I’ve supported hundreds of businesses through
onboarding, troubleshooting, payments, and day-to-day operational systems.
Before that, I built a strong technical and customer-facing base at
Microsoft, Best Buy, TurboTax, and
Time Warner/Spectrum.
That mix gives me practical pattern recognition: I see how real operations
behave under load, where friction hides, and how to tighten systems without
overcomplicating them. I’m not trying to “transform your culture.” I’m here
to make your systems stop fighting you.
If your team keeps running into the same problems, or your customer journey
feels heavier than it should, it’s not a people problem — it’s a systems problem.
Let’s start with a Friction Audit and see what we can clean up in the next 30 days.