Available now · Customer operations
Customer ops, owned in
your brand voice.
A LIBA customer ops pod takes tier-1 and tier-2 support, order operations and review responses off your team — written in your voice, QA'd every week, owned by a named team lead.
What we cover
The whole customer surface. Not a slice of it.
Tier-1 support
First response, FAQs, order status, account questions — under 4 hours.
Tier-2 escalations
Refunds, exchanges, chargebacks, lost-in-transit, complex troubleshooting.
Order operations
Manual orders, address fixes, fraud review, post-purchase issues.
Review responses
Trustpilot, Google, ProductReview — every review, your voice, on cadence.
Brand-voice QA
Weekly stratified sample, scored against a rubric you co-design.
Reporting
CSAT, FRT, AHT, contact reasons — every Monday, AEST.
The engagement
Six steps. Four to five weeks.
01
Discovery
We map channels, volumes, edge cases, current pain.
02
Design
We design the pod, the brand-voice guide, and the QA rubric.
03
Hire
We recruit in Bali against your brief. Slowly. Properly.
04
Week one in Bali
Your CX lead flies to Bali. We sit with the pod, role-play tickets, sign-off the voice in person. Included in every engagement.
05
Shadow
Two-week parallel run. Your team reviews every response.
06
Operate
Live, daily, accountable to a documented SLA.
Sample deliverables
What lands in your inbox.
Every pod ships the same artefacts on the same cadence. No surprises, no chasing.
Weekly CX pack
Every MondayCSAT, FRT, AHT, top contact reasons, escalation trends and a written narrative of what changed.
QA scorecard
WeeklyStratified sample of 30+ tickets scored against your rubric. Coaching notes attached.
Voice & playbook update
MonthlyNew scenarios, refreshed examples, retired phrases. Versioned. Sign-off in writing.
Refund & exception log
DailyEvery refund, exchange and goodwill action with reason, value and approver. Audit-ready.
How we price
Quoted against volume, not seats.
Pricing is built around channel mix, monthly contact volume and your SLA targets — and shared in writing after a scoping call.
Tier
Single-channel pod
One operator, one team lead share — sized to a single brand on email or chat.
Tier
Multi-channel pod
Two or more operators with a dedicated team lead — sized to multi-channel and multi-brand.
Monthly engagements with a 30-day notice period. Indicative numbers shared on the scoping call.
Native to your stack
- Helpscout
- Zendesk
- Gorgias
- Front
- Intercom
- Re:amaze
- Shopify
A day in the life
AEST, from open to close.
06:00 AEST
Overnight queue cleared. Urgent escalations flagged to AU.
09:00 AEST
Daily standup note. Trending issues called out.
12:00 AEST
Mid-day SLA check. Voice spot-check on five tickets.
15:00 AEST
Review responses posted. Refund batch sent for approval.
18:00 AEST
Day handover. Open tickets logged for AU close-of-day.
Case study · Premium DTC brand
CSAT from 82 to 94. Founder out of the inbox.
A premium DTC brand moved tier-1 and tier-2 support to a LIBA pod over four weeks. Average first response dropped from nine hours to under one. The founder reclaimed inbox Sunday — for good.
Illustrative · composite of LIBA pod work
94
CSAT (from 82)
<1h
first response
4 wk
from scope to live
Customer ops FAQ
Asked and answered.
Do you use scripts or macros?
No. Operators are trained on your brand voice, products and edge cases. Macros are used for legal-required disclosures only — never for substantive responses.
How do you handle peak season?
Pods are sized to baseline plus a flex band. We add named operators for peak — never anonymous overflow. The team lead stays the same.
What channels do you cover?
Email, chat, ticket, social DMs and review platforms. Voice is available on request but not our default — we focus on the channels with the highest leverage per hour.
How is quality measured?
Weekly QA on a stratified sample, scored against a rubric you co-design. CSAT and first-response time are reported every Monday.
Ready to put the inbox down?
30-minute scoping call. No deck. Honest answer on whether we're a fit.