The founder is still in the inbox
You should be on product and growth. Instead you're answering where-is-my-order at midnight.
All industries
Still answering
For DTC brands and online businesses
Still answering
support tickets?
Grow the brand while someone else runs the queue
Customer experience, ecommerce operations, and marketplace talent who already work in Shopify, Gorgias, Klaviyo, and Seller Central, proven on a Day One™ work trial before you commit.
Support coverage across time zones
Built for the role
CX Specialist
- Clear the queueResolve 15 tickets on returns, exchanges, and order status.Submitted
- Save the refundCalm an angry thread and keep the customer.Submitted
- Tag by root causeGroup the rest so the team sees the pattern.Submitted
A person on our team reviews
JudgmentOutput qualityTone
Chosen by founders, CEOs, and executive teams at more than 1,000 companies, including
What's actually breaking
Your product is growing
Your operations aren't
Seven things we hear from ecommerce founders every month. If three sound familiar, the founder is still the support team.
Every promo floods support
Launches and sales double the tickets, and response times slip right when reviews matter most.
Inventory keeps surprising you
Stockouts, oversells, and 3PL errors land on whoever noticed first.
Your marketplaces run half-managed
Amazon, TikTok Shop, and Walmart listings drift while the team focuses on Shopify.
Returns and reviews go unworked
Every unanswered review and slow return is a repeat order you won't get.
Retention runs on spare time
Flows, win-backs, and subscriber saves wait until launch week is over.
AI deflects, escalations pile up
Your chatbot closes the easy tickets. The hard ones wait for a person who isn't there.
The one number
Support work hiding
in your order volume
Put in your own numbers. See how much support work your orders create, and what it costs per ticket with a dedicated hire.
An estimate from your inputs.
Your hire's actual rate is on their profile before you commit.
Tickets
a monthfrom your orders
a monthfrom your orders
Support hours
a monthof real work
a monthof real work
Cost per ticket
with a hireat full capacity
with a hireat full capacity
Why brands move now
If one of these is true, it's time
Founders rarely hire because a plan said so.
They hire because one of these landed.
- A launch flooded the inboxTickets doubled, replies slowed, and reviews noticed.
- You oversold a best-sellerThe inventory count was wrong, and customers found out first.
- You added a marketplaceAmazon or TikTok Shop opened a second front nobody owns.
- Your reviews dippedSlow replies and messy returns started showing up in stars.
- You're still answering ticketsThe founder is the escalation path, and it's capping growth.
“After a quick initial setup phase, the process ran so smoothly that I didn't even need to double-check her work anymore.”
Who brands hire
Seven seats that keep customers
and keep orders moving
Mid and senior operators, each proven on the real work of the role before you meet them.
A day in the seat · Example
CX Specialist
Cleared 46 overnight tickets in Gorgias.
Processed 9 exchanges and two warranty claims.
Saved a refund request with a replacement and a note.
Replied to 12 new reviews across Shopify and Amazon.
Protects reviews, repeat orders, and your brand voice
What they own
Tickets across email, chat, and socialReturns and exchangesOrder issuesReview replies
A day in the seat · Example
Ecommerce Operations
Reconciled inventory across Shopify, Amazon, and the 3PL.
Fixed 7 failed orders and re-sent them to fulfillment.
Flagged a best-seller hitting reorder point.
Chased the 3PL on a delayed inbound shipment.
Stops oversells and 3PL errors before customers see them
What they own
Inventory and reorder tracking3PL coordinationFailed ordersInbound freight
A day in the seat · Example
Marketplace Manager
Fixed a suppressed Amazon listing.
Opened a Seller Central case on a lost FBA shipment.
Synced pricing and stock to TikTok Shop.
Sent the weekly account health summary.
Runs the channels your team doesn't have time for
What they own
Listings and contentSeller Central casesPricing and stock syncAccount health
A day in the seat · Example
Retention & Email
Built this week's two campaigns in Klaviyo.
Fixed a broken post-purchase flow.
Set up a win-back for lapsed subscribers.
Reported flow revenue for the week.
Grows revenue from customers you already have
What they own
Klaviyo flowsCampaign buildsWin-backsSubscription saves
A day in the seat · Example
Catalog & Merchandising
Uploaded 24 new SKUs with images and copy.
Built a collection for the upcoming launch.
Cleaned up duplicate variants.
Checked every product page on mobile.
Keeps the catalog clean across every channel
What they own
Product uploadsDescriptions and imagesCollectionsVariant cleanup
A day in the seat · Example
CX Lead
Reviewed yesterday's QA scores with the team.
Rewrote 6 macros after a policy change.
Built the surge plan for next week's launch.
Sent response time and CSAT to the founder.
Owns quality, macros, and response goals
What they own
Queue management and QAMacros and help centerSurge plans for launchesReporting
A day in the seat · Example
SaaS Support & Onboarding
Answered 18 tickets in Intercom.
Ran two onboarding calls for new accounts.
Wrote a help article for the new feature.
Triaged three bugs with clean repro steps.
Gets software customers to value without engineering time
What they own
Support ticketsOnboarding callsHelp docsBug triage
Matched to the stack your brand runs
ShopifyGorgiasZendeskKlaviyoRechargeLoop ReturnsShipBobSeller CentralTikTok ShopIntercom+ yours
Where AI stops
AI closes the easy tickets
A person keeps the customer
AI already does this
- AI agents answering order-status questions
- Auto-tagging and routing tickets
- Review summaries and sentiment
- Demand forecasting
Which is why you need an operator
- Judging the refund, the exception, and the save
- Working carrier claims and 3PL escalations
- Calming the customer who's about to post a one-star review
- Catching the inventory mismatch before it oversells
AI closes the easy tickets.
The ones that cost you customers still need a person.
That's the seat we fill.
The proof
Watch a save before you commit
Day One™ is a work trial in the real conditions of the role, two hours or less, scored against a rubric built for that role by a person on our team.
- You see exactly how they performed
- The client never keeps, uses, or ships the work
- No algorithm decides who you meet
Day One™ · Support ticket · Gorgias
Damaged order · Refund requested
Minutes to first reply6 min
OutcomeReplacement, no refund
Ticket arrived. Second damaged order, customer asks for a refund.
Replied. Apologized, owned it, and offered a replacement or refund.
Customer chose replacement. Shipped with upgraded packaging and a note.
Logged the root cause. Tagged for the 3PL packaging pattern.
Flagged to ops. Third damage report this week from the same warehouse.
R
Reviewer noteKept the customer, protected the review, and spotted the warehouse pattern without being asked. Strong fit.
Ready now
Meet ecommerce talent
before you commit
Mateo G.
Support Lead, Guadalajara
6 years experienceProven on the role
The proof
Mateo wrote help-desk macros that answered 40 percent of a sample ticket queue. He tagged the rest by root cause for the product team.
Zone of genius
Full profile, intro video, and rate
Maria S.
Operations Manager, Manila
8 years experienceProven on the role
The proof
Maria caught two invoices billed twice, worth $4,820, without being asked to look. Then she wrote the check that stops it from happening again.
Zone of genius
Full profile, intro video, and rate
Lucía F.
Growth Marketer, Buenos Aires
6 years experienceProven on the role
The proof
Lucía turned a messy campaign report into a one-page pipeline summary with three next moves. The founder could act on it in five minutes.
Zone of genius
Full profile, intro video, and rate
See full profiles, free
Example profiles. Names shortened for privacy.
What ecommerce and tech clients say
“With trust and streamlined communication, AppSumo successfully transformed its client support team, delivering more personalized service without sacrificing quality.”
“We went from having zero cold callers to a full team dialing smoke shops nationwide in under a week.”
“We hired a Gaming QA expert from Assistantly, and he’s taken our apps to the next level.”
Free ops call
Twenty minutes on your operations
Tell us about the brand. We'll come to the call with the seats we'd fill first and how they'd plug into your stack.
- No commitment until you choose who to hire
- Pricing shown before you interview
- A real person on our team, from the first call
Questions founders ask first
Can they cover support across time zones?
Yes. Our talent in the Philippines, Latin America, and Kenya is matched on the hours your customers need, including nights and weekends.
Will they sound like our brand?
Brand voice is part of the work trial for CX roles, so you see how they write before you meet them.
Do they already know our stack?
We match on the tools you run, from Shopify and Gorgias to Klaviyo and Seller Central. Access is set up with you in week one.
Can we scale up for launches?
Placements begin with a three-month commitment. Many brands start with one CX seat and add operations or retention as volume grows.
Will the quality hold up with our customers?
You decide on the work, not the interview. Every finalist completes a Day One™ work trial in the real conditions of the role, scored against a rubric by a person on our team. You see how they performed. The client never keeps, uses, or ships that work.
What does it cost?
Their own rate plus real benefits, shown on every finalist's profile before you interview. See how pricing works.
What if the hire isn't the right fit?
Every hire shares a Fresh Eyes™ review at two weeks, so a weak match surfaces early. If a hire ever stops being the right fit, we find you a new one.
Get out of the support queue
Tell us the seats, and we'll show you who has already done the work.
There's no commitment until you choose who to hire.