Most growing brands hit the same wall: the creative is working, the orders are coming in, and the back office can't keep up. Support tickets pile up. Returns become a black hole. Nobody can say for sure where an order actually is. You didn't start this brand to spend your week untangling shipping carriers, so let's fix that.

CX System Setup & Workflow Design

I'll build your customer service operation from the ground up. Not just plug in a helpdesk, but design the macros, escalation paths, and workflows that make it actually usable day to day. I've launched Gorgias programs from zero, twice, at two different brands and have used other platforms such as Gladly and RichPanel.

Returns & Reverse Logistics

Returns are where customer trust goes to die if you're not careful. I set up the process, the reporting, and the systems (Loop Returns and beyond) so returns stop being a mystery and start being a metric you can actually manage.

Fulfillment & 3PL Coordination

Pick, pack, quality control, inbound receiving, carrier issues, lost parcels. I've run this end-to-end across ecommerce and wholesale simultaneously. I know what breaks and where, and I fix it before it becomes a customer complaint.

SOP Development & Process Standardization

If the answer to "how do we do this?" depends on who you ask, that's a problem. I write the SOPs that make your operation repeatable so it doesn't fall apart the moment you scale or someone leaves.

Omnichannel Support Operations

On email, phone, live chat, and social, customers expect the same quality everywhere. I build support operations that deliver consistent, on-brand experiences across every channel your customers actually use.

I've sat inside this exact problem, more than once. I've built the CRM program from nothing. I've managed the returns spreadsheet nobody wanted to touch. I've been the person a warehouse team calls when an address doesn't match. I know what "good enough" operations look like from the inside and I know how to make them better than that.