Fraga Ops Studio
Premium audit support for teams that need more structure.
We help growing brands organize support operations before slow response times, repetitive tickets, and inconsistent customer experience become bigger business problems.
Support operations consultancy service
Customer support and operations optimizationfor growing e-commerce brands.
We analyze your support operations, identify inefficiencies across tools, workflows, and team communication, and deliver practical improvements that help your team respond faster and work better.
- Built from real support experience
- Focused on practical execution
- Designed for growing teams
- Hands-on approach, high attention to detail
E-commerce and startups
What we help solve
Support chaos, unclear workflows, and inconsistent customer experience.
Each audit is designed to surface what is slowing the team down, where the customer experience is breaking, and what should be fixed first.
- Reduce response time pressure
- Improve workflows and cross-team handoffs
- Reduce repetitive tickets and operational noise
- Build a more consistent customer experience
Faster
response times and better visibility across support queues
Cleaner
workflows, escalations, and team handoffs
Stronger
customer experience, consistency, and trust
Who We Help
Built for brands where customer support has become too important to run on instinct alone.
We work best with growing teams that need more structure in support without adding unnecessary complexity.
E-commerce brands
Support teams handling order questions, shipping issues, returns, and high-ticket volume.
DTC brands
Founders and operators who need customer support to feel consistent, fast, and on-brand.
Subscription businesses
Teams balancing retention, billing questions, cancellations, and customer trust at scale.
Startups with growing support needs
Companies that have outgrown ad hoc support and need more structure without unnecessary complexity.
Services
Clear services and pricing for teams that want support operations to perform better.
Three audit options with transparent pricing so you can choose the right level of depth from the start.
Basic Audit
Metrics & workflow review
USD 800 – 1,200one-time engagement
A focused audit of support performance, workflow structure, and tool usage to understand where inefficiencies are starting to appear.
- KPI review: response time, resolution time, ticket volume
- Workflow analysis
- Support tool observation
- Improvement opportunity mapping
Ideal client
Best for early-stage teams that need a clear picture of what is happening before making bigger operational changes.
Team & Process Audit
Operational and team review
USD 1,500 – 2,200one-time engagement
A deeper consultancy engagement that looks at how the team works together, where friction lives, and which process gaps are affecting service quality.
- Everything in Basic Audit
- Management meeting
- Agent and team conversations
- Communication and process gap analysis
Ideal client
Best for growing teams that are seeing internal friction, inconsistent communication, or uneven service performance.
Full Optimization Audit
Premium support optimization
USD 2,800 – 4,000one-time engagement
The most complete audit for companies that want direct observation, workflow improvement ideas, and clear guidance on how to raise support quality.
- Everything in Team & Process Audit
- Live observation or screen-share review
- Recurring issue input from management
- Templates, macros, SLA, soft skills, and customer satisfaction guidance
Ideal client
Best for brands that need a stronger support operating model, more consistency, and a sharper customer experience.
Book a discovery call
Not sure which plan fits your team? See how the process works →
Process
A five-step process that turns support friction into a practical action plan.
The methodology stays simple on purpose so leaders can move from uncertainty to action without getting buried in consultant language.
Discovery
We understand your support setup, channels, tools, team structure, and the business context behind the current pressure points.
Observation
We review workflows, team routines, and day-to-day support handling to see where friction shows up in practice.
Diagnosis
We identify bottlenecks, recurring issues, communication gaps, and the areas that are hurting customer experience or efficiency.
Action Plan
We turn findings into practical recommendations, a priority sequence, and quick wins your team can act on.
Implementation Support
If needed, we stay close during rollout to help translate recommendations into better habits and workflows.
Founder
Alejandro Fraga — Founder, Customer Support & Operations
Fraga Ops Studio exists for brands that care about customer experience but need a clearer operating system behind it. We bring an outside view to support operations while staying close to the real constraints teams face every day.
The approach is intentionally hands-on: high attention to detail, close collaboration with stakeholders, and recommendations designed for practical rollout.
FAQ
What clients usually ask before booking a call.
Common questions about the engagement process, timelines, and how to get started.
How long does an audit take?
The Basic Audit typically takes 1–2 weeks. The Team & Process Audit runs 2–3 weeks. The Full Optimization Audit usually takes 3–4 weeks depending on team size and scheduling. Timelines are confirmed after the discovery call.
Is a contract or NDA required before we start?
Yes. A mutual NDA is required from both sides before any service engagement begins. This protects your operational details and internal context, and applies to every tier.
Do I need to prepare anything before the engagement?
Not much. You will need to provide basic access to your current support setup — tools, workflows, and relevant team members. We handle the structure from there. A short intake form is part of the discovery call process.
Can I start with the Basic Audit and expand later?
Yes. Many clients start with the Basic Audit to get a clear picture of the situation, and then decide whether a deeper engagement makes sense. There is no obligation to upgrade.
Does the team need to be in-person for the audit?
No. The process is fully remote-compatible. Interviews, workflow reviews, and observation sessions are conducted via video call and async communication. No travel is required.
What if we are not sure which plan is right for us?
That is exactly what the discovery call is for. We review your current support setup, the pressure points your team is facing, and which audit path makes the most sense. There is no commitment required.
Next step
If your support operation is growing faster than the structure behind it, the right next step is a discovery call.
We can review your current setup, the pressure points your team is facing, and which audit path makes the most sense. No commitment required.