Emily E.

Customer Experience & Operations Manager | Remote Team Leadership

I've been the primary point of contact for the top 5 revenue-generating clients at my organization, each responsible for $1M+ while running the support operations behind them. That means I understand both sides: what clients expect, and what it takes internally to actually deliver it. I specialize in helping growing businesses get their customer support out of survival mode. That looks like building SOPs that actually get followed, restructuring teams so leadership isn't stuck in daily tickets, and creating escalation processes that protect revenue instead of just closing complaints. What I've done: - Built and managed remote customer support teams from the ground up, hiring, onboarding, training, and ongoing performance management - Designed SOPs and workflow systems that cut resolution time and reduced team dependency on leadership for routine decisions - Handled high-stakes escalations, disputes, refunds, and retention cases for accounts that couldn't afford mistakes - Served as the operational bridge between client expectations and team execution, keeping delivery smooth and relationships intact If your support team is reactive, your processes live in someone's head, and you're personally fielding things you shouldn't be, that's exactly the kind of situation I was built for. Tools: Shopify · Gorgias · Zendesk · Intercom · Front · Stripe · ReCharge · Jira · Asana · Basecamp · Slack · Zoho · Gusto · Oracle