Each pod pairs trained operators with built-in Team Lead and QA oversight — no babysitting, no SOPs to write yourself. Explore what’s included, who it’s for, and how the pieces stack together.
A dedicated CS operator — trained on your brand voice — owns your support inbox end to end: tickets, WISMO inquiries, returns and exchanges, and your review and Trustpilot queues. Anything involving money or disputes routes straight to the Resolution tier, so this operator stays focused on keeping your inbox at zero.
$1M–$3M brands where you — or one overwhelmed VA — are still the entire support team.
CS Operator covers your entire support inbox — tickets, WISMO, returns, reviews — in your brand voice. CS Resolution includes everything in CS Operator, plus the finance layer: refunds, chargeback representment, and PayPal/Stripe disputes. Most brands start with CS Operator and upgrade once dispute volume justifies it.
Email and live chat through Gorgias or Zendesk, plus your product reviews and Trustpilot queue. First response lands within 4 business hours, with 80% of tickets resolved within 24 hours.
Yes — CS Resolution is a natural upgrade from CS Operator, and Pod 01 stacks cleanly with Fulfillment Ops or Email & Retention as your next priority. It’s also the role that anchors our Full Ops pod.
Everything in the CS Operator tier, plus the finance layer most brands are quietly losing money to: refunds, chargeback representment, and PayPal/Stripe disputes handled end to end. One operator owns your entire customer-money relationship, with authority configured to limits you set.
Brands with meaningful dispute or chargeback volume — or anyone who’d rather one trusted operator handle the whole relationship.
CS Operator covers your entire support inbox — tickets, WISMO, returns, reviews — in your brand voice. CS Resolution includes everything in CS Operator, plus the finance layer: refunds, chargeback representment, and PayPal/Stripe disputes. Most brands start with CS Operator and upgrade once dispute volume justifies it.
Email and live chat through Gorgias or Zendesk, plus your product reviews and Trustpilot queue. First response lands within 4 business hours, with 80% of tickets resolved within 24 hours.
Yes — CS Resolution is a natural upgrade from CS Operator, and Pod 01 stacks cleanly with Fulfillment Ops or Email & Retention as your next priority. It’s also the role that anchors our Full Ops pod.
Your dedicated Order Processing & Logistics operator takes over the daily order-to-delivery pipeline — reviewing every order, resolving exceptions like address errors and split shipments, and keeping Shopify and your 3PL in sync. When something goes wrong — a delayed shipment, a lost package — they chase the carrier same-day and handle the reship or refund within limits you set, fully logged.
Brands past 100 orders/week where 3PL friction or daily order triage has become a recurring fire.
We work within your existing setup — coordinating pick/pack follow-ups and keeping inventory synced between Shopify and your 3PL portal. No migration required.
Every flagged order is screened against a fraud ruleset within 4 hours, with a full ops log kept for your review.
It covers the initial 3PL and tool integration work — connecting your systems so the operator can start resolving exceptions from day one.
Two operators run your owned-revenue engine. Your Email & Retention operator builds, writes, and sends your campaign calendar — welcome, abandonment, post-purchase, and winback flows — while proposing the promo calendar and segmentation strategy. Your Listing & SEO specialist optimizes product listings, runs keyword research, and handles on-page SEO plus light GEO (generative engine optimization), so your catalog gets found by both search engines and AI answer engines.
$3M+ brands with a paid-heavy revenue mix, a neglected Klaviyo account, and a catalog that’s never been properly optimized.
Both. Your operator proposes the promo calendar and segmentation strategy, then builds, writes, and QAs every send — typically 8–12 campaigns a month, with all core flows live within 30 days.
Generative engine optimization — structuring your product pages and FAQs so AI answer engines like ChatGPT and Google’s AI Overviews can find and cite them. It’s on-page SEO’s natural next step.
At least 25 SKUs a week get a full listing pass — titles, descriptions, alt text, and imagery — with a monthly rank-tracking report.
Two operators run your acquisition and brand-presence engine. Your Performance Marketing operator checks account health across Meta and Google every morning, adjusts budgets and bids within guardrails you set, and can pull the pre-authorized kill-switch if spend runs away. Your Social Media operator keeps your content calendar publishing on schedule, manages comments and community replies, and routes anything CS-flavored straight to your support team.
Brands spending $20K+/month on ads with no daily account hygiene, and a social calendar that’s gone quiet.
No — strategy stays with you. We guarantee execution: daily health checks, budget pacing within your guardrails, and a weekly insight report. Think of it as daily hygiene, not a new strategist.
A pre-authorized pause you set in advance — if ROAS crashes or spend runs away, your operator can act immediately instead of waiting for your sign-off.
Per your scope — typically 12 to 20 posts a month, with at least 95% published on schedule.
Six dedicated operators — CS Resolution, Order Processing & Logistics, Email & Retention, Listing & SEO, Performance Marketing, and Social Media — all coordinated under one Team Lead, with consolidated Head of Ops oversight running behind the scenes. CS comes dispute-capable by default. This is the in-house ops department most $5M+ brands eventually need, built as one partner instead of five separate hires.
$5M+ brands at the “we need an ops department” inflection point — choosing between five hires and one partner.
Roughly $25,000–$35,000 a month in US salaries for the same six roles — before management overhead.
The six roles above are the Full Ops foundation. Need something beyond that — a second CS operator, a dedicated Head of Ops? Add it as a bolt-on below.
The six roles above are the Full Ops foundation. Need something beyond that — a second CS operator, a dedicated Head of Ops? Add it as a bolt-on below.
Every pod already includes Team Lead and QA oversight at no extra cost. Need more coverage? Any role below stacks onto any pod — full-time or at half capacity.
Not sure what to add? Your Ops Audit will tell you exactly where the next gap is — and which role closes it fastest.
That’s exactly what the Free Ops Audit is for. We’ll map your ops against all five pods and tell you exactly where to start — no commitment, 48–72 hour turnaround.
No commitment · 48–72 hr delivery · Built by an operator, not a recruiter