About Us
Meet the Team
Two CX operators who have built, broken, and rebuilt support operations at scale. 14+ combined years across DTC and SaaS. Former colleagues at Every Man Jack, now partners at NextEraCX.
Mathias Dorr
Co-Founder & CX Strategist
At Every Man Jack, Mathias owned the full DTC support operation for one of the fastest-growing men's grooming brands. He built automation systems that cut ticket volume by 40%, implemented QA frameworks that drove CSAT to the 99th percentile, and managed both in-house and offshore teams.
At B-Stock Solutions, he operated in a fundamentally different environment: a dual-sided SaaS marketplace serving Fortune 500 enterprise sellers and thousands of international buyers. He navigated enterprise stakeholder dynamics, built cross-border support processes, and managed the complexity of a platform where every ticket has two customers.
That range - from scrappy DTC operations to enterprise-grade SaaS - gives him a perspective most CX consultants simply do not have.
Alyssa Provitt
Co-Founder & CX Operations Lead
Alyssa spent 5 years at Every Man Jack as Sr Customer Experience and Operations Manager, where she led cross-functional operations spanning CX, supply chain, and process improvement.
She brings deep expertise in Zendesk, Gorgias, and knowledge base systems, with a track record of building scalable support workflows, improving customer retention, and streamlining operations across teams.
Based in Houston, TX, Alyssa combines hands-on operational leadership with a systems-first mindset that turns complex CX challenges into repeatable, efficient processes.
Our Story
Why we partnered.
We worked together at Every Man Jack, building and scaling one of the highest-performing CX operations in DTC. We saw the same thing over and over: brands treating support as a cost center instead of a growth lever. NextEraCX exists because we know what great CX ops look like, and most companies are leaving money on the table by not investing in it.
Approach
How we think about CX operations.
Data-driven decisions
Every recommendation is grounded in actual ticket data, handle times, and resolution patterns. No guesswork.
Systems over headcount
The best CX operations scale through better systems, not just more people. Automation and process design come first.
Built to last
We build operations that your team can own and maintain long after the engagement ends. No consultant dependency.
Let's work together.
If your CX operations need strategic attention, we would like to hear about it.
Book a Strategy Call