Stefanija B.

Every growing business hits the same wall: operations that made sense at 10 clients or 100 orders start breaking down at scale. Tickets pile up, communication gets inconsistent, nobody owns the processes, and the founder ends up managing the chaos instead of the business. I step in as the operational layer that holds it together. Since 2016 I've been running day-to-day operations for ecommerce stores, SaaS companies, course platforms, and digital businesses — managing customer support teams, building SOPs, coordinating across departments, and making sure nothing falls through the cracks. I work across English and French-speaking markets, lead teams and communication across multiple platforms, and deliver everything through AI-assisted workflows that keep quality high and response times low. My role isn't to execute tasks and wait for instructions. It's to own the operational side of your business, identify what's breaking before it becomes a problem, and build the systems that make your team run without you having to manage every detail. What I manage and deliver: ◇ Customer support operations - email & chat, on-brand and fast, AI-assisted with human oversight on every response ◇ Workflow optimization & SOP development - building and documenting processes your team can actually follow ◇ Team coordination - clear, stable, async-friendly across Slack, email, helpdesks, and PM tools ◇ KPI tracking & SMART goal setting - so performance is measured, not assumed ◇ Order management & supplier communication - dropshipping workflows, DSers, AliExpress ◇ Platform admin - Shopify, WooCommerce, course platforms, SaaS back-office ◇ Helpdesk setup & optimization - Gorgias, Zendesk, Richpanel, macros and workflow builds ◇ English & French market support - fully fluent, no translation lag, no outsourced phrasing I work best with founders and leadership teams who need a reliable operational right hand - someone who takes ownership, communicates proactively, and builds things that last beyond the first month. If that's what you're looking for, let's talk.