Ninah J.

Fractional CX Leader | DTC Ecommerce | AI Support, Gorgias, Zendesk

Hi, I'm Ninah! I've spent over a decade inside DTC ecommerce brands learning exactly where customer experience breaks down and how to fix it properly. Most brands come to me with some version of the same problems: - A support stack that was set up fast and never properly configured - Automation that isn't pulling its weight or showing ROI - A team stuck reacting to volume because the systems underneath them aren't built right - No clear picture of what customers actually experience after checkout I work across the full CX stack: Gorgias, Zendesk, Intercom, Siena, Klaviyo, Loop Returns, Shopify, and more with hands-on experience building these systems end to end, including AI bot setup and optimization. What I typically help with: - CX audits and gap analysis - Platform setup, configuration, and migrations - AI bot implementation and optimization - Workflow and automation buildouts - Post-purchase experience design (returns, exchanges, retention flows, loyalty programs) - Hiring and training CS Reps Track record: - Cut resolution time by 78% and increased automation 55% while holding 98% CSAT as Head of CX at Martie, a high-growth grocery ecommerce marketplace. - Built Public Goods' customer service function from zero as the brand scaled to national recognition, maintaining 96% CSAT through rapid growth - Led a payment migration as a PM at Public Goods that cut processing costs 19% What makes me different: I've run CX departments and I've been the Product Manager on the other side of the roadmap. I can bring you the strategy and then roll up my sleeves and build it with you! I operate as a fractional resource: senior-level strategy and hands-on implementation. My deepest experience is in DTC food, beauty, and personal care. If you're curious about how I can help you, send me a message! I'd love to chat and learn about your challenges.