FULL-SCALE CUSTOMER EXPERIENCE SOLUTION

Public Goods faced the challenge of scaling its customer operations to match its rapidly growing customer base. The e-commerce startup needed a robust system to manage customer inquiries efficiently, maintain high satisfaction levels, and gather actionable customer feedback. I was brought on in the Kickstarter phase to build its customer experience framework from the ground up.

Over four years, I implemented all customer-facing service software, created and maintained an internal and customer-facing help desk, managed their remote CS team, developed all CS training processes,  and implemented a custom AI chat and email bot that reduced response times by 60%. These initiatives were crucial in refining customer interactions and extracting valuable insights for continuous improvement.