I help ecommerce and DTC teams run smoother customer operations by building scalable systems, standardizing processes, and keeping support teams accountable to measurable outcomes.
Most recently I was CS Operations Manager for a US-based ecommerce operation running 20+ consumer gadget brands on a shared Zendesk Enterprise instance. I owned Zendesk configuration, macro standardization, SLA monitoring, agent performance and QA, omnichannel routing, knowledge base and AI agent setup, and workflow automation across CS and ops.
Before that, two years at Amazon processing 500-1,000 investigation cases weekly under strict SLA and accuracy standards, plus an Operations Manager role at an AI content brand where I built workflows, SOPs, ManyChat automations, and social listening systems.
What I can help you with:
- Zendesk setup: macros, triggers, views, SLA config, omnichannel routing
- SOP creation and documentation (Notion, Google Docs)
- Agent performance tracking and QA systems
- Workflow and email automation (Google Apps Script, Zapier, Klaviyo)
- Knowledge base and AI agent setup
- CRM cleanup, data QA, reporting dashboards
- Process documentation and clean handoffs
Typical deliverables: Zendesk audit reports, macro libraries, SOP docs, agent performance dashboards, workflow maps, automation scripts, cleaned data sheets with change logs.
How I work:
- Clarify scope and success criteria first
- Accuracy-first with QA notes and change logs
- Structured documentation and clean handoffs
- Reliable async communication in remote teams
