silience: (noun) the kind of unnoticed excellence
that carries on around you every day.

We help technology companies transform their customer experience into something magical.


We're a high impact customer experience consulting & coaching firm.Excellent CX is a feature of your product, but many companies don't treat it like it is. You can't afford to ignore yours. Your competitors won't! 89% of companies with "significantly above average" customer experiences perform better financially than their competitors.✨ That's the magic we help create. ✨Our team has years of experience helping product-driven companies delight customers and scale out their support operations.


  • Fractional Head of Customer Experience

  • 6-month and 1-year Strategic Plans

  • Tooling Stack Audits, Design and Implementation

  • Coaching and Mentoring

  • Organizational Design and Hiring

Need something else? Reach out! we can craft bespoke packages tailored to your company's needs.


THomas Hils

Thomas has over 10 years of experience as an empathy-driven customer experience professional and leader. He has seen the pain points your team is facing.He was an early hire at the unicorns CoinTracker, Coda, and Zapier where he helped shape and lead their support organizations. His experiences with high-growth and high-complexity products give him a unique skill set and perspective to deliver a disproportionate impact.Thomas specializes in building highly empathetic CX organizations for technical products. When he's not helping startups deliver magic experiences, he's riding his bike in the woods.

Client Experiences

"Thomas was an excellent consultant partner for our company. His depth of expertise in building best-in-class community operations and customer experience was a huge value-add to our company. He brings an open-minded approach, allowing him to navigate unique organizational and culture dynamics with ease. Thomas created a bespoke strategy and operation practices that we could absorb - complimenting our talent and meeting our customer needs."

- Megan Quinn

Chief of Staff, SoundCloud


Book a free, no obligation 30-minute discovery call to see if we can help you. We'll learn about your team's needs and share details on the services we provide. We're not a sales team, so no pressure involved.