Helpdesk Implementation
Building and configuring Gorgias and Gladly: routing rules, tagging taxonomy, automations, integrations, and help center setup.
Gorgias Certified Admin
Gladly Team Manager Certified
Gladly Team Manager Certified
CX Operations
Inbox operations, SOPs, macro libraries, playbooks, SLA design, and KPI reporting (FRT, CSAT, AHT, SLA) across DTC, Amazon, and TikTok Shop.
AI & Self-Service
Siena AI implementation (personas, guardrails, intents, QA), Gorgias Automate and help center architecture, deflection strategy, and the escalation logic that protects CSAT.
Team Building & BPO Management
Hiring, onboarding, coaching, QA, and managing BPO vendor relationships including contracts, SLAs, and performance.