Advisors

Operators first, advisors second

SupportLayer Advisory is a bench of operators who have run customer operations, not talked about them. Between them they have spent decades inside the most demanding technology, gaming, and platform businesses, and they have owned the outcomes through launches, live-service pressure, and everything in between.

Boyd Beasley

Principal Advisor

Customer Experience Executive, Global Support and Live Service

Boyd brings more than twenty-five years of executive leadership in customer experience, service transformation, AI adoption, and large-scale operations, with prior executive roles at Microsoft Gaming (Xbox), Bethesda Softworks, ZeniMax Media Inc., and Electronic Arts. He led organizations with budgets as large as $200 million and workforces exceeding 2,750 employees worldwide, spanning internal teams, captive service organizations, and outsourced partners. He built the global support operation behind The Elder Scrolls Online, scaling it from dozens of customer interactions per week to more than one million during launch week, with approximately 2,500 customer service professionals across nine locations. Automation, self-service expansion, bulk processing, and systematic root-cause elimination followed, cutting support costs dramatically while customer satisfaction held above 90% across Bethesda's major franchise portfolio. At Microsoft Gaming, he designed and implemented one of the organization's first comprehensive AI enablement programs for customer experience teams, pairing skills frameworks, governance standards, and training curricula with hands-on projects that made AI a practical business capability. Earlier at Electronic Arts, he led the large-scale warranty replacement program for the Rock Band launch, coordinating vendors, fulfillment, and logistics to deliver replacement instruments nationwide under an aggressive timeline. He served on the Oracle and RightNow Technologies customer advisory boards, presented at Gartner, Forrester, and other industry forums, and received recognition including Gartner CRM Excellence and the Customer Champion Award.

Areas of operating authority

Global customer support leadership
AI transformation and enablement
Live service and launch support
Escalation and incident command
Partner and vendor delivery

Where the team leans on this experience

Launch pressure and live incidents that reach customers. We take those situations on together, with Boyd bringing senior command experience across support, product, and partners.

Mike Green

Principal Advisor

Customer Experience Program Management and PMO

Mike brings roughly twenty-five years of games and platform experience across Microsoft, Xbox, Naver, BigCommerce, Electronic Arts, ZeniMax Online Studios, and Bethesda Softworks. At Bethesda Softworks he led global readiness, program management, and product management, accountable for more than twenty-four major AAA launches. Across his career, he launched 439 products and supported 687 additional release events. As a director of Global Program Management, Readiness, and PMO, he regularly collaborated with the C-suite, executive staff, and studio leadership, and with leaders across the business, from development teams to legal, sales, marketing, brand, and quality assurance, to ensure transparency, partnership, and success for their products and services. Beyond the launch calendar, he enabled programs that keep a large service organization healthy between releases: self-service best practice, community standards, support evangelization, online safety programs, and compliance. That range is what made him the connective tissue between disciplines, and it is the same pattern he brings to client work today: the trusted liaison who keeps executive leadership, production, and support aligned from green light through post-launch sustainment.

Areas of operating authority

Launch and release readiness
Program and PMO discipline
Support tooling and process design
Knowledge base and self-service
Community standards and online safety

Where the team leans on this experience

Launches and releases with too many moving parts. We build one accountable readiness plan, with Mike bringing the discipline that keeps leadership, production, and support aligned.

Hap Campbell

Principal Delivery Advisor

Customer Experience, Multi-Region Service Operations

Hap spent three decades in entertainment software service operations, from call center and customer relations leadership at Kesmai to international customer service and outsourcing management at Origin Systems, and on to Director roles in global service operations at Electronic Arts, and as Director of Customer Support at Bethesda Softworks within ZeniMax Media Inc. and at Microsoft. At Electronic Arts he was accountable for worldwide customer service across seven facilities spanning three continents. In those director roles he was responsible for global support operations and enterprise training. His pattern is operational turnaround: rebuild an underperforming operation around clear accountability, increased satisfaction, and improved cost performance.

Areas of operating authority

Multi-region service operations
Team building and supervisory design
Turnaround of underperforming operations
Quality and satisfaction programs

Where the team leans on this experience

A multi-region operation that is underperforming. We rebuild it as a team, with Hap bringing the turnaround experience that restores accountability, partner control, quality, and cost.

Tres Herndon

Principal Business Advisor

Customer Experience Business Operations, Systems and Reporting

Tres brings close to thirty years of professional experience, including time at Microsoft, ZeniMax Media Inc., and as Customer Service Business Operations Manager at Bethesda Softworks. He began in software engineering and IT project management, spent a period running construction projects as a superintendent and project manager, and returned to technology to run the operational machinery behind customer service. His specialties include project management, technology, vendor governance, contract negotiation, and budget compliance.

Areas of operating authority

Support business operations
Project and program management
Systems, data, and tooling
Reporting and operational governance
Vendor governance and contract negotiation
Vendor management

Where the team leans on this experience

Leadership without a reliable operating picture. We restore one view of vendors, contracts, budgets, systems, and performance, with Tres bringing the governance that makes it trustworthy.

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