Chloe B.

Available for full-time engagement

Hi there — and thank you for visiting my profile!
I’m an Operations-minded Customer Support Manager and CX Operations Manager who specializes in building scalable CX systems, designing workflows, and transforming customer service teams into high-performing, data-driven departments.

For 12+ years, I’ve helped eCommerce, SaaS, and B2C brands move from chaos and guesswork to clarity, structure, and operational consistency.

I don’t just manage support teams — I architect the entire customer experience operation.

What I Bring to Your Organization

🔹 CX Operations Leadership
I design workflows, escalation paths, automations, and reporting systems that improve speed, accuracy, and accountability.

🔹 Helpdesk Oversight & Optimization (Zendesk, Gorgias, Zoho, Help Scout)
Experienced in helpdesk setup, optimization, and ongoing management. I refine support tools to improve routing, efficiency, and team performance—while collaborating with technical teams for deeper system changes.

🔹 Process & SOP Development
Clear, repeatable SOPs for customer service, operations, and cross-functional workflows.

🔹 Training, Onboarding & QA Programs
Structured training, knowledge bases, and QA scorecards that keep quality consistent at scale.

🔹 Team Leadership & Scaling
Experienced in hiring, onboarding, and managing teams from 4 to 50+ agents — including shift structuring, KPI ownership, and leadership development.

What This Means for You

A support function that becomes:
✔️ predictable
✔️ scalable
✔️ efficient
✔️ data-driven
✔️ aligned with operations, logistics, and marketing
✔️ and truly customer-centric

I lead with clarity, empathy, and consistency, creating teams that stay engaged, confident, and committed. My management style naturally supports high retention because people feel supported, trusted, and set up for success. Whether you're stabilizing your current operations or building a department from the ground up, I bring the steady structure and people-first approach needed to help your CX organization grow with confidence.

If you’re looking for someone who can lead Customer Support, optimize CX systems, and build a strong operational foundation — I’d love to talk.