Operations Consulting for Customer-Obsessed Businesses

Take care of your business.
Your customers will take care of you.

I'm an operations consultant who helps businesses build the systems, automations, and customer journeys that turn good service into a growth engine. Take care of your business — and the rest takes care of itself.

Book a free 30-min audit call See how I can help

The Real Problem

Do any of these sound familiar?

If one of these hits close to home, you're not alone — and you're in the right place.

Your business is growing faster than your operations can keep up. Every win creates three new problems no one has time to solve.

You're stitching together tools and processes that don't talk to each other — and the duct tape is starting to show.

Your team spends hours on busywork that AI or automation could handle in seconds — if anyone had the time to set it up.

Your customer experience feels reactive, not designed. You're putting out fires instead of building something customers love.

Where I help

Three pillars. One philosophy.

Every great customer experience starts with a well-run business. I focus on the three operational areas that have the biggest downstream impact on how your customers feel about you.

AI & Automation

The more time you free up, the more time you have for customers and growth. I build AI workflows and business automations — including deep specialty work in Zapier and Make — so your team stops doing what software should be doing.

Customer Journeys

The full experience — not just support. Marketing operations and messaging, onboarding flows, first impressions, and customer success. I help you design every step a customer takes with your brand intentionally.

Customer Support

Where reactive becomes remarkable. Intercom configuration and optimization, help center strategy, and AI customer agents that actually feel helpful — not robotic.

The Shift

From duct-taped to dialed-in.

Operations on autopilot (the bad kind)

Tool sprawl with systems that don't talk to each other.
Manual busywork eating your team's day.
Customer experience that's reactive — never designed.
Growth that breaks things faster than you can fix them.

A well-oiled machine

Connected systems that share data and just work.
Automated workflows that handle the boring stuff perfectly.
Customer journeys designed end-to-end, on purpose.
Growth that scales because the foundation is solid.

About Caleb

An operator, obsessed with customers.

I've been on every side of an operations problem — building systems from scratch, fixing ones held together by duct tape, and watching businesses grow into (or out of) what they built.

I started in a part-time support role almost a decade ago. Today I lead operations across customer experience, support, and product for a SaaS platform serving tens of thousands of customers.

Everything in between has been a mix of figuring it out, building things that didn't exist yet, and learning from people smarter than me — onboarding programs from scratch, AI-assisted workflows, platform migrations, marketing automations, and product lifecycles where there weren't any.

What I keep coming back to is this: great customer experience is a byproduct of a well-run business. Get the operations right — the automation, the journeys, the support systems — and the customer experience takes care of itself.

10 yrs in operations 10s of K customers served 0 excuses

Book a free 30-min audit call

How it works

Simple by design.

Discovery

We start with a real conversation — no intake forms, no decks. I want to understand your business, your customers, and exactly where the friction lives.

Strategy

I map out a clear path forward: what to fix, what to build, and in what order. You get an actionable plan — not a 50-page slide deck collecting dust.

Execution

Implementation, not just advice. I roll up my sleeves and build alongside your team — and stay available as your needs evolve.

What people say

Real results. Real words.

Caleb is amazing! Always professional and possesses a high level of expertise in his field and deep understanding. He always finds solutions, and never gives excuses. Caleb was worth much more than he charged us! I highly recommend hiring Caleb.

Marketing Automation Intercom Zapier Customer Journeys

Josiah L.

Caleb is an outstanding Customer Experience Leader. I constantly learn from his innovative thinking, professionalism, and strategic vision. Caleb's contributions have set our organization apart in delivering exceptional customer experiences!

Product Management Automations Intercom

Elana C.

Very knowledgeable about the Intercom platform. Also Caleb's a pleasure to work with. Highly recommended!

Intercom Help Center Docs Business SOPs

Jim R.

Frequently Asked

Questions before we talk.

How do you charge?

Every engagement is scoped to the work — whether that's a focused audit, a multi-month build, or ongoing advisory. We'll figure out what makes sense for your situation on our intro call. No hourly minimums, no surprise invoices.

Do you work with small teams or only enterprise?

Both — but I especially love working with founder-led teams building their first real CX function, and with mid-stage companies that have outgrown their original setup.

How long does a typical engagement last?

Anywhere from a 2-week focused audit to a 6-month build-and-handoff. Most engagements land somewhere in the middle. I'll tell you honestly what I think the right shape is after our first call.

Do you work async or do you need meetings?

Both. I default to async-first and meet when it actually adds value. Your time is valuable — I don't believe in meetings-for-the-sake-of-meetings.

What kind of operations work do you actually do?

Three buckets: AI & Automation (workflows, Zapier/Make builds, AI integrations), Customer Journeys (marketing ops, onboarding, customer success flows), and Customer Support (Intercom, Fin, help centers, AI agents). The common thread is operations that make your business run better — and your customers feel it.

Do I need to be on Intercom, Zapier, or any specific tool?

No. Those are specialties where I can go especially deep, but the fundamentals — clean operations, smart automation, intentional customer journeys — apply to any stack you're on (or thinking about moving to).

What happens on the free 30-min audit call?

Exactly what it sounds like. You tell me what's going on. I ask questions, share observations, and point out opportunities I see. No deck, no pitch. If it makes sense to work together, we'll talk about next steps. If not, you still walk away with a clearer picture of where to focus.

Get in touch

Ready to build something remarkable?

There are two ways to start.

Or send a message

Thanks — your message is on its way.
I'll get back to you within one business day.

Prefer email? caleb@brightpathcx.com

Take care of your business. Your customers will take care of you.