Janice F.

Startup Operations Manager | Customer Support | Recruitment

Startup Operations Manager | Customer Success | E-Commerce Ops I help startups and fast-growing e-commerce brands build scalable operations, elevate customer experiences, and implement systems that support sustainable growth. With over 20 years of leadership experience, I partner with founders to build high-performing customer support operations, optimize cross-functional workflows, recruit elite remote teams, and create operational processes that drive efficiency and profitability. I thrive in dynamic startup environments where adaptability, ownership, and rapid execution are essential. My expertise spans operations management, customer success, recruitment, quality assurance, and business process improvement. Whether building processes from scratch or optimizing existing operations, I focus on delivering measurable, bottom-line impact. How I Can Help Customer Success & Support Design and lead end-to-end customer support operations. Expert administration and workflow automation in Zendesk and Gorgias. Omnichannel support management (Email, Chat, Phone, Social, Marketplace). CX strategy: Reputation management, Trustpilot optimization, and escalation resolution. Quality Assurance (QA) & Performance: Tracking CSAT, SLA, and KPI metrics. Help Center development: Creating comprehensive, self-service knowledge bases. E-Commerce Operations Platform proficiency: Shopify and TikTok Shop seller operations. Full-cycle order management: Processing, returns, refunds, and exchanges Logistics & 3PL: Coordinating with fulfillment centers, resolving shipping disputes, and managing courier claims. Tool proficiency: Shopify, AfterShip, Mintsoft, and inventory coordination. Operations & Business Management Startup infrastructure: Designing scalable workflows and SOP documentation. Project Management: Leading cross-functional projects and operational reporting. Vendor & Stakeholder Management: Building relationships that improve delivery and efficiency. Continuous Improvement: Streamlining internal processes to save time and reduce costs. Recruitment & People Operations Full-cycle recruitment: Sourcing, interviewing, and onboarding remote talent. Training: Developing product onboarding programs and performance management frameworks. Workforce planning and team leadership. AI-Powered Operations I leverage advanced AI to transform productivity, accelerate documentation, and automate support responses. I am proficient in using ChatGPT, Claude, Google Gemini, and Microsoft Copilot for: AI-assisted SOP and knowledge base generation. Optimizing customer response times and empathy. Workflow automation and prompt engineering. Customer Support: Zendesk, Gorgias, Zowie, Trustpilot. E-Commerce: Shopify, TikTok Shop, Mintsoft, AfterShip. CRM & ATS: Salesforce, Zoho Recruit, SuccessFactors, Enginehire. Project Management: ClickUp, [link removed], Asana, Trello, Notion. Communication: Slack, Microsoft Teams, Google Workspace, Lark. Key Achievements Transformed manual support processes into streamlined, automated workflows, significantly reducing response times. Scaled remote teams by implementing rigorous recruitment and training programs. Centralized SOP and process documentation, resulting in improved team consistency and faster onboarding. Successfully managed multi-channel e-commerce operations, maintaining high CSAT scores despite high ticket volumes. Leveraged AI tools to create documentation 50% faster and improve resolution quality. Why Clients Choose Me I understand the realities of startup life: priorities shift, teams are lean, and every hire must make an immediate impact. I bring a blend of strategic planning and hands-on execution. You don't just get a manager; you get a partner who builds the foundation for your business to grow without friction. If you are looking for an Operations Manager who can lead remote teams, streamline fulfillment, automate support, and use AI to create a competitive advantage, I would welcome the opportunity to discuss your business goals.