This is a business I've tried to start in the past. I've usually found some cool-ish indie hacker project that was tech-oriented and doing well, just ping the

This is a business I've tried to start in the past. I've usually found some cool-ish indie hacker project that was tech-oriented and doing well, just ping the owner/dev and say, "hey, i'm in between gigs, an indie hacker myself, and have thought of starting an outsource-support-type business, any interest? flexible on pay rate, etc." if i got an answer, it was usually something like, 'thanks but we want the product/service insight/learnings from the customers (so we want/have to do it ourselves)'. no real insights on how best to do it, just know what i would want if i ever outsourced my own support. i have outsourced social media and things like that on a limited basis, with limited success. what would i want, in terms of customer service, for my baby? - should look like it's coming from me/us - should hit whatever SLAs we specify (one hour response, etc.) - should be (very) technical if necessary - should be geared towards self-help/service/kb-driven - but not in that anti-human way - ideally graduates to producing CSAT-like measures/surveys - weekly summaries of issues/root causes/etc. - weekly summaries of 'where the market/user base' is going/wanting - pro-active documentation/kb/screencasts/etc. - real documentation/reproducability/jira doc/screenshots/etc. - geared towards customer success and even up/cross-selling - some revenue/benefit tie-in like profit-sharing, bonuses, etc. - should be super-independent; i'm outsourcing for a reason. maybe it's a pipe dream to think 'support' could be more than just support - more than just a cost-center - but i still hope that's the case, even if i don't quite believe it is actually true. part of the outsourcing function, to me, is to have another, semi-independent partner who is invested in my success. please ping me if you're open to exploring a new/additional provider.