Heather Smith

I work in customer operations and focus on improving how support teams function in high-volume ecommerce environments. I started in customer-facing roles and grew into operations by consistently stepping in to solve problems, clean up processes, and bring structure to teams that were feeling overwhelmed or reactive. In my current role, I manage customer operations across multiple DTC brands and retail programs, supporting hundreds of tickets per week across complex order, fulfillment, and warranty workflows. When I stepped in, the team was dealing with long resolution times and inconsistent processes. Over time, I rebuilt how the team works by creating SOPs, improving documentation, setting up QA and scorecards, and establishing regular cross-functional communication with product, web, and warehouse teams. As a result, we improved CSAT from around 3.5 to 4.7 and increased resolution rates to 90–95%. I’m strongest in identifying patterns behind customer issues and turning them into clear processes that reduce repeat problems. I’m hands-on, detail-oriented, and comfortable working across systems like Shopify, NetSuite, and Gorgias to make sure the full customer experience from order to delivery is working as it should. I’m looking for a remote role where I can continue building and improving customer operations, especially within ecommerce or product-driven companies that value clarity, ownership, and strong team collaboration.