Your customers are churning, disputes are stacking up, and your CS team is running on guesswork instead of systems. I fix exactly that, and I have 12+ years of proof.
I specialize in Ecommerce Operations and Customer Service Management for Ecommerce and SaaS brands that are scaling fast but leaking revenue through refunds, chargebacks, and support teams with no real infrastructure behind them.
Whether you need someone to take over your entire CS department, rebuild your Gorgias or Zendesk setup from the ground up, automate your operations with AI and no-code tools, or step in as an Ecommerce Operations Manager to bring structure to chaos — I've done all of it, repeatedly, with measurable results.
WHAT I DO FOR CLIENTS
CS Department Buildout
SOPs, knowledge bases, QA systems, escalation workflows, and training programs — built to run without you.
Chargeback & Dispute Management
80%+ win rate. Full cycle: evidence building, submission, tracking, and policy hardening to prevent future losses.
Gorgias & Zendesk Optimization
Deep-level macros, automation rules, tagging, and reporting. I rebuild broken helpdesks from scratch.
Ecommerce Ops Management
End-to-end store management: supply chain, fulfillment, team oversight, KPI systems, and project management via ClickUp and -----------.
AI & Workflow Automation
I build automations that eliminate repetitive work across your CS, ops, and marketing stack — ticket routing, lead follow-up, order alerts, internal reporting, and more. If a human is doing the same task more than twice a week, I automate it. Tools: ChatGPT, Claude AI, GoHighLevel, Zapier, Make, n8n.
RESULTS THAT SHOW UP IN YOUR NUMBERS
- 80%+ Chargeback win rate
- 95%+ CSAT consistently delivered
- < 1 min Chat first response time
- < 4 hrs Email first response time
- 4 - 5 stars Turning angry customers around
- 25 – 100+ Tea-----------mbers managed
- $500, 000 - millions monthly revenue supported
- 12+ Years in Ecommerce & SaaS
I've turned angry customers into 5-star reviews, cut refund rates through proactive de-escalation systems, and rebuilt CS teams that run at 95%+ CSAT without constant oversight. Every system I build has one goal: protecting your revenue and your customer relationships.
HOW I USE AI TO DELIVER FASTER, BETTER RESULTS
I integrate AI directly into CS and operations workflows - not as a gimmick, but to cut turnaround times and raise output quality:
- ChatGPT & Claude: problem solving, macro & SOP drafting, policy docs & escalation scripts
- Gorgias AI: ticket auto-tagging & routing
- GHL: CRM automations & follow-up flows
- Make / n8n / Zapier: end-to-end workflow automation
SOPs that used to take a week get done in a day. Response templates are tested and refined faster. Your team spends time on high-value tickets, not copy-paste replies.
TOOLS & PLATFORMS
Gorgias, Zendesk, Shopify, Amazon, Walmart, TikTok, ClickUp, -----------, GoHighLevel, Klaviyo, Recharge, Notion, Slack, Loom, Google Sheets, Stripe, PayPal, Make, Zapier, n8n
Ready to stop losing revenue to bad CS and operational chaos? Send me a message with your biggest customer service or operations headache. I'll tell you within 24 hours exactly how I'd approach it - no fluff, no pitch decks. Just a straight answer from someone who's solved it before.
— Ben
