Recurring work becomes visible
Customer status, handoffs, blockers, and next actions move out of memory and into lightweight systems the team can trust.
Fractional Customer Success & Operations
Turning customer signal into systems that scale.
Fractional customer success & operations for SaaS and Shopify teams: calmer onboarding, clearer ownership, and repeatable systems without hiring another full-time leader.
A 30 to 45 minute call to map what's happening in your customer operations and the clearest next step. No pressure, no long-term commitment.
- Cleaner onboarding workflows that stop slipping through the cracks.
- Support queues that feel calmer and more predictable.
- SOPs that match how your team actually works day to day.
- Operating rhythms that keep your team out of constant firefighting.
Practical customer success & operations for lean SaaS and Shopify teams.
Operations & customer success experience acrossSaaSEcommerce & ShopifyReal estate operationsService teams
Built to work inside your tools:CRM ·Helpdesk ·Shopify ·PMS ·SOP libraries
Why this matters
The recurring work gets easier to see, own, and improve
For teams where customer work has outgrown founder memory, side-channel updates, and one-off fixes. The work turns recurring onboarding, support, SOP, handoff, and reporting friction into practical systems your team can keep using.
Teams stop reinventing the same answer
Support responses, onboarding steps, SOPs, and customer updates become easier to reuse without making the experience feel robotic.
Founders get cleaner operating signal
The team can see what is slipping, what needs escalation, and where customer friction keeps repeating.
Track record
6+ years running operations, not advising from outside them
Every system on this site came out of owning the work: customer success, ecommerce operations, property operations, and remote team leadership.
See the full experience2023 to Present
Director of Operations · Sage Stone Inc.
Business operations, client success initiatives, remote team management, workflow development, SOP creation, onboarding systems, and reporting structures.
2022 to 2023
Business Development and Operations Lead · Seeto Realty
Property operations, tenant and owner communications, maintenance coordination, leasing workflows, portfolio reporting, and business development support.
2021 to 2022
Ecommerce Operations Specialist · MintAds
Shopify-adjacent payment operations, transaction reporting, ecommerce customer experience workflows, fraud-related support, and fulfillment issue resolution.
2020 to 2021
Operations Generalist and Interim Team Lead · Ethos Support
Cross-functional operations, process improvement, documentation, team leadership, workflow management, and remote support planning.
Services
Choose the support path that fits the operational bottleneck
Four focused ways to clean up customer-facing systems without overbuilding process or hiring before the team is ready.
Fractional customer success & operations
Fractional Customer Success & Operations
We work on recurring workflows, ownership, handoffs, and rhythms so your team can stop running on adrenaline. Senior support without another full-time hire.
Best forFor SaaS teams who need senior customer success and operations support but are not ready for another full-time leader.
View serviceShopify & ecommerce operations support
Shopify & Ecommerce Operations Support
For Shopify and ecommerce operators whose support and fulfillment workflows are growing faster than their systems. We help you clean up queues, SOPs, and handoffs so your team delivers consistent, calm customer experiences at scale.
Best forShopify and ecommerce teams managing growing support volume and order-related customer questions.
View serviceCustomer onboarding workflow consultant
Onboarding Workflow Cleanup
For SaaS and service teams where onboarding is spread across docs, emails, and manual reminders. We clarify ownership, standardize steps, and build practical workflows in your CRM and tools so more customers reach outcomes without chasing.
Best forTeams whose onboarding depends on manual reminders, unclear ownership, or inconsistent customer handoffs.
View serviceSOP consultant for small teams
SOP Consulting
For lean teams that keep reinventing the same work. We co-create SOPs that match how your team actually operates, reduce friction, and make recurring tasks easier to hand off and improve over time.
Best forGrowing teams that keep reinventing the same work and need durable documentation.
View serviceHow it works
Simple, practical, and tied to the workflow your team already runs
01
Initial call
Spend 30 to 45 minutes mapping what is happening in your customer operations and where the pressure is showing up.
02
Audit
Review the recurring onboarding, support, SOP, CRM, and handoff moments that slow the team down.
03
Design and prioritize
Name the trigger, owner, next action, tools, and definition of done for the work that repeats.
04
Implement and adjust
Create SOPs, templates, checklists, CRM views, and routines your team can maintain in the real workflow.
Stories
Practical workflow examples for clearer customer operations
Founder project
Kuha: QR Photo Sharing for Filipino Events
I founded, built, and marketed a QR photo sharing platform for Filipino weddings, debuts, and binyag. One code per event, no app or signup for guests.
Read the Kuha case study- Role
- Founder, product, full-stack development, marketing
- Built for
- Weddings, debuts, baptismals, reunions, corporate events
- Pricing
- Free tier, then ₱499 to ₱1,999 per album
SaaS customer success
SaaS Customer Onboarding Workflow Case Study
Problem: A SaaS customer onboarding workflow depended on manual reminders, scattered notes, and inconsistent handoffs after signup.
Outcome: A clearer onboarding workflow with defined ownership, customer statuses, and next actions, and a founder who is no longer the routing layer for every new account.
Read case studyShopify operations support
Shopify Support Operations Case Study
Problem: Shopify support operations were handled reactively across order issues, fulfillment questions, returns, payment exceptions, and customer updates.
Outcome: A stronger Shopify customer support workflow with clearer triage, escalation, and follow-up steps, so order exceptions stop ageing quietly in the queue.
Read case studyClient feedback
In clients’ words
From my Upwork client reviews, 2017 to 2021. See the full profile on Upwork
We worked with Jess temporarily to help train a less experienced customer service rep and also to update our store operations guide. Jess was easy to communicate with and was great during the onboarding phase … I would highly recommend hiring Jess.
- Clear Communicator
“Jesel went above and beyond to complete his assignment, which he delivered well ahead of schedule. I enjoyed working with him and will certainly hire him again for similar projects.”
“Jesse has been a great asset to the company and we are sad that he is leaving. We wish him the best.”
“Jesel killed it. Helped me out a ton with my Amazon business!”
- “10/10, A+, AMAZING JOB!”
- “Got work done as needed in a timely manner. Would recommend”
- “Jesel killed it.”
- Clear Communicator
- Solution Oriented
- Reliable
- Collaborative
- Accountable for Outcomes
Who this is for
Built for lean teams that need calmer customer operations
Founder-led teams
For teams where customer follow-up, onboarding, and support still depend too much on the founder.
Lean CS and support teams
For teams that need clearer ownership, reusable templates, and workflows that are easier to run.
Shopify and ecommerce operators
For brands handling order issues, customer questions, returns, and post-purchase follow-up reactively.
SaaS teams preparing to scale
For SaaS teams that need onboarding, CRM visibility, and lifecycle routines before more headcount.
Resources
Read by the system you need to improve
Ecommerce operations
Ecommerce Back-Office Operations: What to Clean Up Before Scaling
A checklist for ecommerce back-office operations, including support workflows, customer communication, fulfillment handoffs, SOPs, and CRM cleanup.
Read postReal estate operations
How Real Estate Operations Teams Can Reduce Friction
Privacy-safe operational improvements for real estate teams that need clearer handoffs, vendor coordination, and recurring process documentation.
Read postSOPs and process improvement
How to Build SOPs That Help Your Team Scale
A practical guide to building SOPs for scaling teams without creating documentation nobody uses.
Read postFAQ
Questions before you book a call
A few practical answers about scope, timing, tools, and what the first 90 days can improve.
A fractional customer success and operations consultant helps improve onboarding, support workflows, customer handoffs, SOPs, retention routines, reporting visibility, and recurring customer work without requiring another full-time leader.
Many projects start with a focused audit or cleanup sprint, then move into implementation support if the team needs help rolling out workflows, SOPs, CRM views, or operating rhythms.
Both. The best work usually includes leadership context plus practical input from the people handling onboarding, support, customer questions, SOPs, and daily handoffs.
Yes. The work is designed around your existing tools first. That can include CRM views, helpdesk categories, Shopify support workflows, SOP libraries, reporting notes, or property management workflows.
Expect clearer workflow ownership, fewer missed handoffs, more usable SOPs, calmer support routines, cleaner customer status visibility, and a more practical operating rhythm for recurring work.
Next step
Ready to make your customer operations easier to run?
Book a call to discuss your onboarding, support workflows, SOPs, CRM visibility, and customer handoffs.