24/7, Four Countries, One Team

When your customers span the globe, a 9-to-5 support team isn't enough. At KIXEYE, I built a Follow the Sun operation connecting teams across the US, Netherlands, Ireland, and the Philippines, designed so that when one team signed off, another picked up without missing a beat. The result was seamless 24/7 coverage, a 50%+ increase in customer retention, and the company's lowest-ever employee turnover.

The problem: KIXEYE had millions of active users across the globe and a support team that clocked out at the end of the day. When players in one time zone needed help, nobody was there. The operation was reactive, coverage was inconsistent, and there was no unified model connecting the regional teams that did exist.

What I built: A Follow the Sun support operation from scratch — connecting teams across the US, Netherlands, Ireland, and the Philippines so that when one team signed off, another picked up seamlessly. Built the governance frameworks, communication rhythms, escalation protocols, and team culture that made 24/7 SLA-compliant delivery possible across four countries and four departments. Hired, developed, and led 65 people across all regions, building a distributed team that functioned like one unified unit.

The outcome: Customer retention increased by over 50% through proactive lifecycle management and structured intervention frameworks built alongside the model. The company achieved its lowest-ever employee turnover — a reflection of what happens when distributed teams are led with clear expectations, genuine investment, and real accountability. A 24/7 operation that didn't exist when I started, running without missing a beat.