Service 01

US customer experience

Live chat, email, and phone support that ships delight at scale. We hire, train, and quality-check every agent on your brand voice, product catalog, and escalation policy.

Typical coverage: US business hours, optional 24/7.
Typical volume: 200–2000 tickets/week per brand.

01.1

24/7 live chat

Always-on chat on your storefront, routed to trained agents who know your SKUs, shipping windows, and refund policy cold. Chatbot-assist optional but never front-line.

01.2

Email support with real SLAs

First-response target under 2 hours in US business hours. Helpdesk hygiene: clean tagging, follow-up loops, macro library reviewed monthly.

01.3

Phone & VIP line

Direct line for high-AOV customers, retention saves, and escalations. Voicemail-to-ticket with same-day callback, queue visible in the ops dashboard.

01.4

Brand-voice training

Onboarding includes catalog study, voice calibration, and mock-ticket review. Tone matches yours, not a generic helpdesk cadence.

01.5

Quality assurance

Weekly ticket-sample review, monthly CSAT calibration, quarterly policy audit. QA findings feed directly into the monthly business review.

01.6

Voice-of-customer reporting

Monthly review of the top-10 root causes, refund drivers, and shippable product/site fixes — not just CSAT scores and "we're doing great."

Service 02

Logistics & fulfillment oversight

We don't pretend to be a warehouse. We run the operational layer on top of your 3PL so orders, returns, and inventory move predictably — and exceptions get caught before the customer complains.

Runs on top of: ShipBob, ShipHero, ShipStation, your in-house 3PL.
Geography: US domestic + basic cross-border US ↔ CA / US ↔ EU.

02.1

3PL liaison & SLA scorecard

Weekly ops sync with your 3PL, published scorecard (on-time ship %, miscount rate, RMA turnaround), and a single point of contact when something slips.

02.2

Order exception handling

Address validation failures, carrier holds, stuck labels, lost packages — triaged and resolved before the support queue notices they exist.

02.3

Inventory health & reorder cadence

Stock-out alerts, velocity-based reorder points, and a par-sheet we review weekly so you buy the right depth at the right moment.

02.4

Returns & reverse logistics

Clean returns portal, fraud filters, refurb-vs-refund rules, monthly cost-of-returns reporting. Returns are an input, not an afterthought.

02.5

Peak-event playbook

BFCM, product drops, PR spikes. We load-test the fulfillment path 30 days out, staff for the peak, and run the war-room during.

02.6

Damaged & lost claims

Carrier claim filing, recovery tracking, and monthly reconciliation so the claims that should be paid actually get paid.

Service 03

Platform reliability & observability

The boring work that keeps revenue from leaking: uptime monitoring, performance checks, analytics hygiene, and the small integrations that stop being "small" the moment they break on a weekend.

Works with: Shopify, BigCommerce, WooCommerce, headless.
Budget targets: LCP < 2.5s, CLS < 0.1.

03.1

Storefront uptime & checkout monitoring

Synthetic checks against checkout, PDP, cart, and critical email flows. Pages a human in five minutes, not a Pingdom dashboard nobody reads.

03.2

Core Web Vitals discipline

Monthly LCP, INP, CLS review against a budget. Fixes prioritized by revenue impact. We don't chase 100 Lighthouse scores; we chase faster checkouts.

03.3

Analytics & attribution hygiene

GA4, server-side tagging, post-purchase surveys, UTM discipline. No more "attribution looks weird this week" conversations.

03.4

Integration & automation audits

Klaviyo ↔ Shopify ↔ 3PL flows mapped and instrumented. Fewer Zapier duct-tape runs that break on the ops person's vacation.

03.5

Incident response

When something breaks, you get one page, one owner, one post-mortem — and the SOP update that stops the repeat.

03.6

Compliance & SMS program hygiene

10DLC registration, consent disclosures, cookie-banner sanity, privacy policy diffs. The small things that become lawsuits when ignored.

Service 04

Operating reporting & governance

A monthly operating cadence borrowed from companies twice your size. We standardize the numbers your team actually looks at, surface the exceptions, and keep everyone rowing the same direction.

Formats: Notion, Google Sheets, or embedded dashboard.
Cadence: Weekly, monthly, quarterly.

04.1

Weekly ops dashboard

CX SLAs, fulfillment health, inventory risk, storefront reliability — one page, shared link, Monday morning. No logins, no PDFs.

04.2

Monthly business review

90-minute session walking the month: wins, misses, top-3 fixes, experiment list for the next 30 days. Action items tracked to done.

04.3

Quarterly ops plan

Hiring plan, 3PL capacity review, tooling audit, written roadmap. We handed it to you. We hold ourselves to it.

04.4

Documentation library

Every SOP, integration diagram, and escalation path lives in your shared workspace — not ours. You own the knowledge, always.

04.5

Board-ready summary

Operations page for your monthly board deck, if you have one — in the format your investors already read.

Service 05

Advisory & focused consulting

When you need an operator's read on a specific decision — not a slide deck and an invoice — we scope short engagements with clear outputs and no retainer strings.

Format: Fixed-fee, 2–6 weeks.
Output: Written deliverable, not a PowerPoint.

05.1

Ops audit

Two-week engagement. Review your stack, team, and playbooks. Deliver a prioritized fix list with effort-vs-impact map and a 90-day plan.

05.2

3PL selection & migration oversight

Shortlist, RFP template, pricing review, and migration oversight so you don't lose Q4 to a bad warehouse move.

05.3

CX tooling & team design

Right-sized helpdesk, agent headcount, and shift pattern for your volume, AOV, and SLA target. Includes hiring spec and onboarding plan.

05.4

Peak-event readiness

BFCM, product launches, PR moments. Walk the ops stack, load-test customer paths, staff for the peak, and run the scenario playbook.

05.5

Fractional ops leadership

When you're between a VP hire, we step in for 60–90 days. Runs the weekly, keeps the lights on, and briefs the eventual hire.

Engagement models

Pick the shape, not the package.

We don't do "platinum / gold / silver." Choose what fits.

Retainer

Monthly operating partner

One or more service lines, flat monthly fee, named accountable lead. 30-day pilot, then 60-day rolling commitment.

Pilot — 30 days, fixed-fee
Ongoing — monthly, 60-day rolling
Exit — clean, in writing

Project

Fixed-fee advisory

Bounded scope, clear deliverable, fixed fee. No retainer strings. Typical engagements: ops audit, 3PL migration, BFCM readiness.

2–6 week scope
Written deliverable
No hidden follow-on

Fractional

Interim ops leadership

Fractional ops leadership for 60–90 days, usually bridging to a VP of Ops hire. We keep the lights on and brief your eventual leader.

0.5–0.8 FTE
In your team Slack
Handoff document included

Which muscle do you need to stop flexing yourself?

Start a project Read the FAQ

Five operational muscles, priced per line.