Sara N.

I run operations end-to-end: CS/CX, pipeline follow-up, SOPs, and team training. If your support is reactive, processes are undocumented, and leads slip through cracks...I build the system, train the team, and keep it running. Most businesses don’t have a “support problem.” They have an operations problem...no clear workflows, no ownership, inconsistent follow-ups, and processes living in people’s heads. I step in as a Fractional Operations Manager + CS/CX Lead to bring structure, accountability, and measurable performance across: What I own end-to-end 👉 Customer Support & CX Management 👉 Inbox + queue ownership (email/chat), triage, escalations, resolutions 👉 Response quality, tone consistency, and customer de-escalation 👉 Helpdesk structure (tags, macros/templates, routing logic, QA checks) 👉 Help Center / internal SOP library (documentation is a strength; I began as a writer in 2007) Operations Management 👉 Process mapping → SOPs → implementation → adoption 👉 Calendar/inbox coordination, task systems, cross-team handoffs 👉 Light ops finance/admin support when needed (e.g., QuickBooks admin tasks) 👉 Weekly operating rhythm: priorities, blockers, reporting, follow-ups Pipeline Setup + Team Training 👉 CRM/pipeline stages, definitions, handoff rules, follow-up cadence 👉 Scripts/templates for consistent outreach + customer communication 👉 Onboarding & training playbooks for reps/VAs/coordinators 👉 Coaching loops so performance stays stable after handoff Why I’m different I combine hands-on operations leadership with behavioral expertise: 👉 BS Psychology (Consumer Behavior/Marketing Psychology) 👉 MPhil Applied Psychology 👉 PhD in progress (person perception / impression formation) This shows up in real work: clearer customer communication, better training, stronger team adoption, and smoother experiences that reduce friction. Tools I’ve worked with Intercom (Advanced Certified), HelpScout, Zendesk, email platforms (Klaviyo, ActiveCampaign, Mailchimp, ConvertKit), automation (Zapier/Make), ShipStation, and the standard ops stack (Google Workspace + PM tools), etc. Background: I’ve been building remote operations since 2007, with long-term roles across customer support, communications, marketing ops, and executive support. If you need a high-trust operator who can run the function, build the system, and train the team, send me: your business model your current tools what’s breaking right now …and I’ll reply with the fastest wins + a practical plan.