Listings, customer service, returns, and inventory handled by a trained crew inside your stack so you can focus on product, partners, and profit.
Who this is for
Shopify and Amazon brands earning roughly 60k to 250k per month with 10 to 80 SKUs. Your founder or ops lead still answers tickets after hours. Catalog edits wait for the one person who knows where everything lives. Returns and replacements work but create noise. You want a steady crew that keeps the storefront clean, the inbox calm, and the board accurate without forcing a platform change.
What your crew handles every day
Customer service that protects margin. We run Gorgias or Zendesk, answer fast, and close loops across email, chat, and social. Macros are tuned to your tone. We aim for first response under 10 minutes during coverage windows and same day resolution on routine tickets. Escalations move with clear notes so no one double touches an issue.
Order exceptions and replacements. We fix address issues, duplicate orders, split shipments, and partial refunds inside Shopify or Amazon. We confirm the solution with the customer and log the cause so patterns get flagged for your ops lead.
Returns and warranty. We approve based on your rules, generate labels, and track items back to the right bin or vendor. Fraud signals are tagged. When a return should not devalue the product, we route it to a refurb path you define.
Listings and catalog hygiene. We write or tune titles, bullets, and descriptions for relevance and clarity. On Amazon we align attributes, back end terms, and variations. On Shopify we clean tags, options, metafields, and collections. Images follow your guide so the gallery looks consistent. Seasonal kits spin up and wind down clean.
Inventory coordination. We watch low stock, slow movers, and buy box risks. We surface short weekly notes for your purchaser or 3PL with SKUs, suggested actions, and comments pulled from support conversations and order data.
Promos and launches. We load discount codes, pin collections, schedule banners, and prepare FAQs for support. We test the cart before go live and roll back fast if anything behaves oddly.
Marketplace health. We monitor policy warnings and case threads in Seller Central. When a listing suppresses or a brand health signal fires, we gather proofs and submit with clear documentation.
Post purchase and reviews. We trigger review and UGC flows, spot negative themes, and escalate product insights to your founder. Wins become macros. Problems become checklists for ops or product.
Platforms we work in every day
Shopify Admin, Amazon Seller Central, Gorgias, Zendesk, Helium 10, Sellerboard, Loop or Returnly, ShipStation, ShipBob or 3PL portals, Klaviyo, Google Workspace, Slack. If you use another tool, we train to it during intake. Our goal is less friction and stronger adherence to your process.
Outcomes you can measure
Inbox under control. First response time and full resolution time trend down. Tagging becomes consistent, which makes reporting useful.
Cleaner storefront. Fewer catalog errors, fewer 404s, and product data that matches what ships.
Lower leakage. Fewer preventable refunds, better recovery when carriers or warehouses miss, and clearer exception notes for vendor chargebacks.
Faster launches. Repeatable preflight checks reduce day one chaos and support flares.
Tighter inventory signals. Low stock and oversell risks surface early so you can adjust purchasing or ads.
How onboarding works without dragging your team
1) Intake and playbook build. We learn your products, policies, tone, and risk lines. We document macros, refund ladders, RMA rules, inventory thresholds, and approvals. We collect brand phrases and visual standards for the store and Amazon pages.
2) Access and setup. We create user accounts with correct permissions across Shopify or Amazon, help desk, email, and 3PL portals. We set a shared folder structure for canned responses, product sheets, and weekly reports. We configure a one page dashboard with your core metrics so you can scan health in seconds.
3) Controlled pilot. Week one focuses on support triage and simple orders. Week two adds returns, replacements, and catalog fixes. Week three adds listings work and promo support. You choose pacing based on season and ad calendar.
4) Daily rhythm and QA. You receive a short end of day summary that shows tickets closed, exceptions fixed, listings edited, reviews earned, and items that need a decision. Every Friday you get a one page weekly review with highlights, risks, and one improvement suggestion.
Results snapshot
- First response under 10 minutes during coverage windows within two weeks
- Resolution time down by 20 to 35 percent as macros and routing stabilize
- Catalog error rate cut in half after the first cycle of audits
- Preventable refunds down by 10 to 20 percent through clearer policies and better issue coding
- Fewer stock outs on top SKUs after two months of weekly inventory flags
A week in the life
A beauty brand on Shopify launched two kits and a limited shade drop during a paid creator push. We tuned macros for pre launch questions, set up a replacement ladder for broken items, and prebuilt a returns matrix by shade and kit type. The drop sold through the forecast, support stayed under a 15 minute first response, and only three orders needed escalation. The founder spent launch day on content, not in the inbox.
Lead magnet you can use today
The 18 point E commerce Ops Checklist
A short PDF that covers support routing, listing hygiene, returns rules, inventory flags, and launch preflight. It pairs with a simple SOP template for your team lead. Grab it and use it even if you never work with us.
What it feels like to work with us
One lead, clear answers. Your team lead is your single point of contact. You get fast responses and proactive notes when something needs a decision.
Calm, written process. Your SOPs live in one place, stay current, and drive training. People can change without breaking the system.
Short, useful communication. Messages are concise. Tags and file names are consistent. Reports are easy to scan.
Respect for your brand. We match your voice, policies, and visual standards. When we see a way to improve, we suggest it and wait for your yes.
Security and controls. Role based access, call recording or help desk QA, and named accounts. No shared passwords. Clean audit trails.
Who we serve
Founder led brands and lean teams that want reliable support, cleaner catalogs, and fewer preventable refunds.
Operators who value clear data, predictable communication, and steady crews.
Agencies that need a trusted back office partner for client launches and seasonal campaigns.
Quick FAQ
Do you replace my in house support person
No. We extend their capacity and remove the grind so they can focus on higher value work like QA, creator launches, or wholesale accounts.
Do you force new software
No. We operate inside your stack. If you want help cleaning up templates, tags, automations, or naming conventions, we do that with your approval.
Can you help with A plus content and brand registry tasks
Yes. We prepare drafts, gather proofs, and submit within your brand rules. We keep a record of what changed and why.
How fast can we start
Intake and setup take a few days. We begin with support triage and simple orders, then add returns, catalog, and launch support in a controlled rollout.
Why not just hire a single virtual assistant
Coverage, redundancy, and leadership. A single hire can be great until the week they cannot work or volume jumps. A crew gives you depth, cross training, and a team lead accountable for daily outcomes.
Ready to calm the inbox and clean the storefront
Book a short call. We will review your support metrics, recent catalog issues, and upcoming launches, then outline a fast win you can use right away. If we are not the right fit, we will say so. If we are, we will stand up a crew around your brand and give you a start date you can plan around. Within the first month your inbox will feel lighter, your storefront will look cleaner, and your team will have more time to build the next product.
