Required stack
필요 기술
CommslayerHelpdesk ManagementWorkflow AutomationProcess OptimizationKPI DashboardingData VisualizationDocumentationDTC OperationsCustomer SupportCustomer ServiceCustomer RetentionData AnalysisCustomer ExperienceConflict Resolution
Project brief
프로젝트 내용
We're a DTC supplement brand with 3 CS agents. We need a hands-on CS Manager who's in the work — not just designing processes from above.
You'll own the full ticket queue, process refunds directly, manage our delivery exception tracker (agents report issues, you resolve or escalate to suppliers and founder as needed), and keep our refund policy current. You'll also maintain our reference message library, audit agent quality, and coach the team on our most common ticket types — subscription disputes, unrecognized charges, delivery exceptions.
On the systems side: clean up our ticket workflow, optimize our existing helpdesk (Commslayer), and build a simple KPI view covering backlog, response time, and CSAT that the founder can check at a glance. Everything gets documented into a playbook agents can follow without asking you.
At 90 days the founder is fully out of day-to-day CS decisions.
You're the right fit if you've run CS ops at a DTC brand before, you're comfortable being both manager and operator, and you treat inconsistency as a symptom to fix rather than just a complaint to handle.
To apply: Tell us about a broken CS workflow you inherited and what you changed. What did the numbers look like before and after?
You'll own the full ticket queue, process refunds directly, manage our delivery exception tracker (agents report issues, you resolve or escalate to suppliers and founder as needed), and keep our refund policy current. You'll also maintain our reference message library, audit agent quality, and coach the team on our most common ticket types — subscription disputes, unrecognized charges, delivery exceptions.
On the systems side: clean up our ticket workflow, optimize our existing helpdesk (Commslayer), and build a simple KPI view covering backlog, response time, and CSAT that the founder can check at a glance. Everything gets documented into a playbook agents can follow without asking you.
At 90 days the founder is fully out of day-to-day CS decisions.
You're the right fit if you've run CS ops at a DTC brand before, you're comfortable being both manager and operator, and you treat inconsistency as a symptom to fix rather than just a complaint to handle.
To apply: Tell us about a broken CS workflow you inherited and what you changed. What did the numbers look like before and after?