Customer Experience (CX)
Omnichannel support, FCR, escalations, and order issues.
Retail & Admin
Deliver better CX and content ops. We staff CX agents, merchandising/catalog ops, and admin support or run outcome-based programs with macros, QA, and accessibility checks.
Functions We Cover
Merchandising & Content
PDP enrichment, imagery/alt text, taxonomy refresh.
Catalog Ops
SKU setup, attributes, bundles, and launch checklists.
Trust & Safety
Moderation, appeals handling, and policy enforcement.
Store/Admin
Scheduling, payroll/time edits, executive assistance.
Community & Social
Social DMs, forums, sentiment, escalation.
Outcome-Based Programs
Outcome
CX Reliability
FCR/CSAT with macro libraries, QA sampling, accessibility checks.
Outcome
PDP Enrichment
Publish SLAs, image QA, taxonomy, and accessibility rules.
Outcome
Launch Readiness
SKU readiness checklists and variant/price validation.
KPIs We Drive
- FCR, CSAT/NPS, and AHT
- Publish time, content accuracy, accessibility defect rate
- Order accuracy and escalation volume
- Task completion rates and audit scores
How We Staff CX & Content
- Success profile: channels, volumes, SLAs, accessibility, brand voice.
- Scorecards: scenario handling, tone, accuracy, policy knowledge.
- Work-samples: macro writing, PDP QA, or CX scenarios (where allowed).
- Onboarding: runbooks, macro libraries, QA cadence, calibration.
Interview Signals
- Accessible writing and tone control
- Policy interpretation & escalation hygiene
- Attention to detail in content and taxonomy
- Throughput discipline with quality mindset
Recent Outcomes
CX Macro Refresh
FCR +6 pts, AHT 11% via new macros and training.
PDP Accessibility
Defects 31%, publish time 22% with QA sampling.
Launch QA
Post-launch defects 18% via SKU/variant checklist.
Kick Off a Retail/Admin Intake
Retail/Admin FAQs
Do you build macro libraries?
Yes scenario-based macros with tone/brand guidance and version control.
Do you localize content?
We support translation workflows and localized macro sets.
Accessibility coverage?
Alt text, link names, color contrast, and headings included in QA checklists.
How fast can we start?
Shortlists in 714 days; outcome pilots in under a week after scope lock.
Better CX and content operations.
Define scope and well staff or stand up the program quickly.