Customer care & operations leadership ยท hosting & domains
Customer care isn't a cost centre.
It's how businesses win.
I'm Matt McLeary, a sleeves-rolled-up customer care and operations leader with more than a decade in the hosting and domain world. I build support teams that customers rate, agents enjoy, and businesses grow on.
How I lead
Care teams work best when the person running them still answers tickets, sits in on the tough calls, and knows the tooling inside out. That's not a management style I read about; it's the only way I've ever done the job. Strategy written from the floor beats strategy written from the org chart.
When customer care is treated as the most important part of a business, the business wins.
What that looks like in practice
Support functions, rebuilt
Stood up care operations from scratch (people, process, tooling and culture) and rebuilt ones that had lost their way.
CSAT, turned around
Took struggling satisfaction scores and made them a strength, by fixing the causes rather than gaming the survey.
Churn, cut
Treated retention as a care problem first. Customers stay where they're looked after; the numbers follow.
Omnichannel, untangled
Consolidated messy multi-channel setups into systems agents actually enjoy using: fewer tabs, faster answers.
AI that helps
Deployed AI chatbots designed to genuinely help customers, not fence them off from a human.
Deep roots in domains
Most of those years were spent in the web hosting and domain name industry, which means I know the products, the registrars, the renewals dramas and the DNS rabbit holes that care teams in this space deal with daily.
That domain-world depth is still on tap: domain name brokerage, acquisitions, portfolio management and DNS, and everything in-between. WHOIS tools here.
Quick answers
Who is Matt McLeary?
A customer care and operations leader with over a decade of experience, mostly in the web hosting and domain name industry: rebuilding support functions, turning around CSAT, cutting churn, and deploying AI that helps customers.
What's your approach to running care teams?
Hands-on. The person running the team should still answer tickets, sit in on the tough calls, and know the tooling inside out. Care isn't something you can lead from a distance.
Do you still work with domain names?
Yes: brokerage, acquisitions, portfolio management and DNS. It's where I grew up professionally and it's still part of what I do.
How do I get in touch?
Email website@mcleary.eu or message me on WhatsApp.
Let's talk
Whether it's a care function that needs rebuilding, a CSAT score that needs rescuing, or a domain that needs the right home, start a conversation.