You will get I Will Manage Your eCommerce Customer Service and Operations Support
Project details
Inconsistent customer service kills repeat business. When tickets pile up, escalations get missed, and your team has no clear process to follow — your Trustpilot rating drops and customers leave.
I will take over your eCommerce customer service and operations — managing tickets, handling escalations, coaching your team, building SOPs, and setting up QA and KPI reporting systems that make your CS operation consistent and scalable.
I improved a European pet apparel brand's Trustpilot score from single digits to over 50%, achieved 85%+ CSAT, and built a complete customer service operation from scratch — including 150+ SOPs, escalation playbooks, and weekly business reviews.
The result: faster response times, higher CSAT, better Trustpilot reviews, and a CS team that runs without you managing every ticket.
Message me before ordering — I will confirm scope and start date. No obligation.
I will take over your eCommerce customer service and operations — managing tickets, handling escalations, coaching your team, building SOPs, and setting up QA and KPI reporting systems that make your CS operation consistent and scalable.
I improved a European pet apparel brand's Trustpilot score from single digits to over 50%, achieved 85%+ CSAT, and built a complete customer service operation from scratch — including 150+ SOPs, escalation playbooks, and weekly business reviews.
The result: faster response times, higher CSAT, better Trustpilot reviews, and a CS team that runs without you managing every ticket.
Message me before ordering — I will confirm scope and start date. No obligation.
Project Type
Data Entry, Ecommerce Management, Project Management, Virtual Assistance, Customer Support, OtherWhat's included
| Service Tiers |
Starter
$100
|
Standard
$150
|
Advanced
$200
|
|---|---|---|---|
| Delivery Time | 7 days | 7 days | 7 days |
Number of Revisions | 1 | 1 | 1 |
Frequently asked questions
31 reviews
(24)
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This project doesn't have any reviews.
JH
Jaymie H.
Jul 14, 2026
Virtual Assistant | Customer Success & Operations
Vincent was courteous and professional in our conversations. However, after accepting the position and confirming that his schedule was flexible, he decided to end the contract before completing any meaningful work, citing the time difference and communication expectations as the reason. These expectations had been discussed in detail before hiring and were a key part of the role.
Unfortunately, I invested considerable time onboarding, conducting meetings, and preparing him for the position, only for the contract to end before the work truly began. While I appreciate his professionalism in communicating his decision and not billing for time, the experience was disappointing, and I was left needing to restart the hiring process.
Unfortunately, I invested considerable time onboarding, conducting meetings, and preparing him for the position, only for the contract to end before the work truly began. While I appreciate his professionalism in communicating his decision and not billing for time, the experience was disappointing, and I was left needing to restart the hiring process.
AA
Adrian A.
Jul 10, 2026
Private Trial Project: Executive Assistant
LC
Luis C.
Jun 25, 2026
SOP - Playbooks - Runbook - Document Creation
Vincent is excellent to work with. His level of experience is phenomenal. Very quick to respond to questions and his expertise is world class. If you are looking for getting your SOPs and other business critical documentation professionally organized , HIRE HIM.
TB
Tony B.
May 4, 2026
Process Documentation & Workflow Architect
Vincent clearly has skill and ability, however he proved to be inconsistent and unreliable. Tasks were assigned and not picked up until last minute. Communication was scattered. We had to chase him for deliverables. He then accused us of ripping him off. However, we paid him for every hour he worked for us.
MV
Mina V.
May 2, 2026
Hot outreach lead sourcing
AMAZING! Will hire again for outreach!
About Vincent
SOP Writer | CRM Builder | Automation | Notion | Monday | ClickUp
88%
Job Success
Lapulapu, Philippines - 7:06 am local time
Executive Assistant and Operations Manager with 3+ years of experience helping executives and growing businesses across the US, UK, Australia, and Europe — saving clients 30+ hours weekly, creating 150+ SOPs, reducing errors by 95%, increasing team productivity by 35%+, and achieving 98% schedule accuracy with 100% team accountability.
🏆 KEY RESULTS I HAVE DELIVERED:
✅ 30+ hours saved weekly through scheduling, admin support, and AI automation
✅ 150+ SOPs created across departments with 95% reduction in errors and rework
✅ 35%+ increase in team productivity through process optimization
✅ 98% schedule accuracy and 95% on-time project and task delivery
✅ Trustpilot rating improved from single digits to 50%+ for an eCommerce brand
✅ 85%+ CSAT consistently achieved in customer service operations
✅ 100% team accountability with clear KPIs and performance reviews
💼 MY EXPERIENCE — WHAT I HAVE DONE:
🔹 eCommerce Customer Experience Transformation
Led a customer experience transformation for a European pet apparel eCommerce brand — coached the support team, built QA scorecards and escalation workflows, and improved the Trustpilot rating from single digits to 50%+ with 85%+ CSAT.
🔹 eCommerce Customer Service and Operations
Built customer service operations for a growing eCommerce business — SOP library, escalation playbooks, and KPI reporting that made support scalable and less dependent on management.
🔹 Cleaning Company Operations (UK and US)
Managed daily operations for cleaning companies in the UK and US — cleaner scheduling, recruitment and onboarding, attendance tracking, and customer service that reduced no-shows and freed owners to focus on growth.
🔹 Healthcare Staffing and Caregiver Scheduling
Ran staffing and scheduling operations for a US home care agency — matched caregivers to clients, covered last-minute shift changes, and tracked compliance, achieving 98% schedule accuracy and 95% caregiver reliability.
🔹 Operations Management and Team Leadership
Served as Operations Manager for a distributed team across the US, UK, and Australia — defined roles and KPIs, ran 1:1s and performance reviews, and delivered 100% team accountability with a 35%+ productivity increase.
🔹 SOP and Process Documentation Program
Designed a company-wide SOP and documentation program — 150+ step-by-step SOPs, a centralized library with version control, and training guides that cut errors by 95% and saved 40% of time.
🔹 Executive Assistant and Executive Support
Supported a busy executive managing multiple businesses — complex calendars across time zones, high-volume inbox, travel, and vendor coordination with zero missed appointments.
🔹 Office Coordination and Administrative Operations
Coordinated office and administrative operations for a growing US business — centralized documentation, streamlined communications, and automated recurring tasks, saving 25+ hours weekly.
🔹 Digital Marketing Agency Operations
Streamlined operations for a fast-growing digital marketing agency in Australia — project management systems, standardized workflows, and client communication that achieved 100% on-time delivery.
🔹 AI Automation and Workflow Systems
Build AI-powered automations with Claude AI, Zapier, and Notion — automated announcements, reports, and recurring workflows that remove repetitive work entirely.
🛠 TOOLS I WORK WITH DAILY:
AI and Automation: Claude AI, Zapier, Notion
Project Management: ClickUp, Asana, Trello, Monday, Airtable
Communication: Slack, Google Workspace, Microsoft 365
eCommerce and Support: Shopify, Gorgias, Zendesk, HubSpot
Documentation: Scribe, Confluence, Canva, DocuSign
Scheduling and Finance: Calendly, QuickBooks
⭐ WHY CLIENTS HIRE ME:
You are not just getting a virtual assistant — you are getting an operations partner who documents your processes, automates repetitive work with AI, and builds systems that scale with your business. My clients free up their time to focus on growth while I keep everything running smoothly behind the scenes.
📩 Let's talk about how I can save you 30+ hours a week. Send me a message and I will respond within a few hours.
SKILLS
Executive Assistant
Operations Management
Standard Operating Procedure (SOP)
Process Documentation
AI Automation
Zapier
Notion
ClickUp
Project Management
Virtual Assistance
Process Improvement
Calendar Management
Email Management
Customer Service
Workflow Automation
Steps for completing your project
After purchasing the project, send requirements so Vincent can start the project.
Delivery time starts when Vincent receives requirements from you.
Vincent works on your project following the steps below.
Revisions may occur after the delivery date.
Discovery Call
I review your current customer service setup, ticket volume, team structure, and key challenges so I can confirm scope and what support you need.
CS Audit & Setup
I audit your current ticket flow, response times, escalation process, and QA system — then build an action plan to fix the biggest gaps immediately.