Customer support for fast-growing DTC brands
Support that keeps up with your growth
I'm Nate. When your orders scale faster than your inbox can handle, I take the queue off your plate. One experienced support specialist who answers every customer in your brand's voice, so growth never costs you loyalty.
13 years of ecommerce support, from niche Shopify stores to high-volume brands like Uber, Lyft, and Waze.
Why brands bring me in
Your support can't keep up. That's exactly when I help.
Growth is a good problem until the inbox buries it. Orders climb, drops sell out, DMs pile up, and the one person holding support together starts drowning. That is the moment most DTC brands look for help, and the moment it is easiest to get wrong.
Hiring shouldn't mean another stranger to vet, train, and manage, or a bot that flattens the voice your customers love. I plug in as a senior specialist, learn your products and tone fast, take the queue off your plate, and own it. You get your time back, your customers get answers that sound like you, and the volume stops running the show.
Growth is a good problem until the inbox buries it.
How I help
I take the volume off your plate, and keep it off
Absorb the volume
High-volume email, live chat, social, and DMs, with several live chats at once and 100+ WPM. I keep replies fast and backlogs short, even through product drops and peak season.
The messages a bot gets wrong
Upset customers, damaged or missing orders, refund-versus-replacement calls, and anything that needs your supplier, 3PL, or developer. I use judgment and bring back one clear answer.
Replies that sound like you
I learn your voice, products, and policies until a reply from me reads like one you would write yourself. Warm, on-brand, never a generic call-center tone.
Make the volume stop coming back
I find what is driving your tickets through NPS and CSAT analysis and returns audits, then tighten your help center and FAQs so the repeat questions answer themselves.
Customer support skills
- 13 years in ecommerce customer support
- High-volume email, live chat, social, and DMs (100+ WPM)
- On-brand, empathetic, solution-focused writing
- Full post-purchase support and cross-team coordination
- Product expertise and technical troubleshooting
- CSAT, first contact resolution (FCR), and NPS
Supplementary, only where it makes your support leaner: help center and knowledge base optimization, light web development, and design for help content.
Tools I work in
- Shopify
- Gladly
- Zendesk
- Salesforce
- HubSpot
- Zoho Mail
- Gmail
- Confluence
New tool in your stack? I pick up help desks and internal systems quickly.
The volume that fills your inbox
The questions I answer every day
The messages that pile up as you grow. I have handled them thousands of times.
- "Where is my order?" (WISMO)
- "Tracking says delivered, but nothing arrived."
- "My item showed up damaged."
- "I'm missing items from my order."
- "How does this product work?"
- "I'd like to cancel."
- "I'd like a refund."
- "Can I get store credit instead?"
- "I'd like a replacement."
- Warranty and guarantee claims
Who I work with
Built for growing DTC brands
Founder-led Shopify stores, niche and community-driven shops, and direct-to-consumer brands whose support is outgrowing the team. I have also supported high-volume global brands, so I bring scale-tested standards to a small team's inbox.
Feedback from founders and leaders
People I have worked with
His responsibilities grew until he was nearly running the entire business for me. Any business would be lucky to have Nate on their team.
You have really owned this role and done a fantastic job. We are thankful and lucky to have you on our team.
An exceptional professional with outstanding organizational and operational capabilities. We grew substantially during his time with us.
One of my top-performer agents and a go-to for product knowledge. In a short period of time he was promoted to an SME level.
A top performer with no attendance issues, and an influential member who aided teammates whenever they struggled. Quick witted, dependable and reliable.
He showed brilliance in his line of support and was very easy to coach. He is eager to learn and does not hesitate to share his knowledge.
Beyond the inbox
Supporting skills, only where they make support leaner
Help center & FAQs
Knowledge base and FAQ content that deflects your most common questions.
Web development
Light full stack work (MERN) for store fixes and small features.
Design & video
Graphic design and video editing for help content and how-to guides.
Ops & reporting
Process docs, SOPs, and reporting that keep a lean team organized.
Let's talk
Is support outgrowing your team?
Tell me about your brand and where the inbox is hurting. I will show you how I would take it off your plate, in your voice.