A Support Desk for a SaaS Startup
A trained desk with same-day replies and ticket triage.
View Project
Overview
What the Client Needed
A solo founder running a home-goods store whose holiday surge buried her in tickets, returns, and unlogged orders.
The Challenge
Order volume tripled in November, but admin stayed a one-person job. Support tickets aged for days, return requests lived in DMs, and the inventory spreadsheet had not been reconciled in weeks — so bestsellers quietly went out of stock.
The founder needed immediate relief plus a routine that would survive the next peak: ticket triage, returns handling, and daily order logging that kept the store's numbers honest.
Our Approach
Week one was triage: oldest tickets first, a returns playbook written from the founder's past replies, and a daily order-logging sheet wired to the store's exports. A shared priority queue replaced the DM chaos.
Week two built the routine: same-day replies from approved templates, inventory counts reconciled every Friday, and a Monday note summarizing tickets, returns, and stock risks for the week ahead.
Outcome
What Changed
The ticket backlog cleared within the first fortnight and stays at same-day replies.
Inventory counts reconcile weekly, so restock orders go out before shelves empty.
The founder spends mornings on product and marketing instead of spreadsheets.
Keep Reading
Related Work
Bookkeeping Cleanup for a Growing Consultancy
Fourteen months of receipts turned into trusted books.
View ProjectHave a messy operation of your own?
Bring us the workflow that keeps slipping and we will scope a trial engagement around it — fixed, small, and low-risk.