Helping DTC brands maintain Experience Quality during high-volume months
Flexible, experienced support for DTC brands that need reliable help without hiring full-time.
BRANDS I’VE WORKED WITH
Numan Napo Pet Thrift+ Jenni AI MPB
Every DTC brand hits a point where growth outpaces support.
1. Launch & sale surges
Tickets triple overnight. The team is buried and overwhelmed. Customers are waiting.
2. Returns & refund chaos
Unresolved issues erode trust fast. One bad experience costs you a repeat buyer.
3. Churn hiding in plain sight
Slow responses and inconsistent answers quietly push customers away.
4. No system behind the inbox
A VA or agent with no playbook means inconsistent quality every single day.
WHAT I DO
I help with support and also stabilise and structure, so your team can scale with structure and without burnout when needed.
📦 Backlog → Control
I clear your queue fast, prioritise urgent tickets, and get your inbox from overwhelming to under control, without dropping the tone your brand is known for.
Support → Consistency
Macros, playbooks, tagging systems, and escalation flows built around how your team actually works. Less guessing, more consistency.
⚡Post-Purchase Experience
From order confirmation to repeat purchase. I map the touchpoints that drive loyalty and fix the ones that cause drop-off.
📈 Team Training & Coaching
If you have agents or a VA, I bring structure. Response quality, tone guidelines, handling tricky situations , trained and documented.
🔁Insights → Action
I surface recurring patterns from support conversations, returns, complaints, questions, so your product and ops teams can act on them.
⌚Founder & Team Time Back
Comms & cross-team coordination. I handle the operational weight so you can stay focused on growth, not firefighting.
60%
Average reduction in support backlogs
40%+
Improvement in average response times
500+
Monthly enquiries managed per client
8 yrs
In CX, ops and support leadership
Why this works
Most DTC brands don’t need to hire a full time agent to help with the workload, they need their current system to actually work with ad-hoc support.
Missed tickets, slow replies, and messy workflows lead to:
- Lost customers
- Refunds and complaints
- Increased pressure on your team
I come in to support the team and fix the root problem if needed
So your support becomes:
✔ Faster
✔ More consistent
✔ Easier to manage
✔ Better for retention.
You don’t need a full time CS team. You just need someone to own it well from day one.
Pricing
Simple, flexible, no long contracts.
📈 The Support Plan
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Up to 40hrs/mo of dedicated support
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Consistent inbox and ticket management
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Overflow support during busy periods
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Flexible scope. You agree what's in focus each month
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No long-term contracts. One month notice to pause or end
This is for you if...
✅You’re a DTC founder or ops lead stretched too thin, especially during launches and peak periods
✅Support tickets spike every time you run a sale, restock, or launch a new product
✅Returns and refund queries are eating your team alive
✅Customers are waiting too long, and leaving reviews about it
✅You’ve got a VA or agent, but no real system or playbook behind them
✅You want consistent, on-brand customer responses , without the inbox chaos
✅You’re not using support data to improve your product, improve retention or reduce churn
✅You want clean systems and a calmer operation, without a big hire
👋Hi, I'm Denise. Why Work with Me?
I’ve spent 8+ years inside fast-growing teams, fixing broken support systems, clearing backlogs, and building the kind of CX infrastructure that lets founders actually sleep at night.
I work with DTC brands who are past the scrappy early stage but not yet ready or not yet wanting, to build a full in-house CX team. I plug in when you need me, step back when you don’t, and always leave your systems in better shape than I found them.
I’ve done this for teams at Numan, Napo Pet, Thrift+, and Jenni AI. I know what breaks under pressure, and I know how to fix it.
☎️ Ready to fix your support before it costs you?
I only work with a small number of brands at a time. If the timing feels right, let’s talk.
Once support starts slipping, churn’s not far behind. Don’t let it spiral out of your control.
© 2026 Denise. CX & Operations Specialist.