What we do

Built for how your
business actually runs.

Senior-level operational partnership in native French and English, for teams in Europe and Canada. The kind of work that quietly determines whether your customers stay, and whether your week stays sane.

ECOMANE operations at work

Inside your tools. Inside your process. Not a layer on top.

Everything we cover

The full breakdown, function by function.

The three pillars do not change from one industry to the next. What changes is what sits inside them, whether you sell software, products, deliveries or property.

01

Customer Support

  • Onboarding and activation of new customers
  • Tickets, email and chat across every channel
  • Order, delivery and returns questions, start to finish
  • Enquiries qualified and routed before they go cold
  • Bug triage and escalation to the right team
  • Churn and drop-off signals caught before you lose the customer
  • CSAT / NPS tracking, and a help centre kept current
02

Back Office

  • Billing: subscriptions, invoices, failed payments, plan changes
  • Refunds, credit notes and payment disputes
  • Shipping and delivery paperwork, chased to completion
  • Tenant, owner and property files kept complete and moving
  • Debt recovery when it comes to that
  • CRM and database hygiene, contracts and invoicing
  • Reporting for leadership, and compliance record-keeping
03

Business Operations

  • Coordination between the teams that hand work to each other: support, sales, product, warehouse, agency
  • Process documentation and SOPs
  • Tool configuration, upkeep, and the links between them
  • Onboarding new team members onto your processes
  • Automation of repetitive work, AI-assisted where it earns its place
  • Quality control across the queue
Which of these is already under strain: Support, Back Office, Operations, or all three? That's exactly where we start.
The part that doesn't fit in a job description

Closing tickets is the easy part.

01

We flag what you didn't ask about

Senior people notice what a ticket queue never surfaces. If a process is quietly costing you customers, you'll hear it from us, even when it sits outside our remit.

02

We go one level deeper than the ticket

The question someone asks is rarely the problem they have. We answer the problem, then fix the reason it came up.

03

Your numbers are our numbers

Churn, first response time, CSAT. We track them like they're ours, because the day they slip, that's on us.

04

We'll push back

If a decision is going to hurt your customers, we say so before we execute it. Once, clearly, then we get on with it.

What outsourcing usually sounds like

Every provider says the same five things. We mean something different by them.

What they say
What it actually means
What we do
"24/7 support"
Coverage sized for the brochure, not your customers
Coverage built around your actual customers' time zones
"Dedicated team"
A team you still have to supervise daily
A team trained to run without constant check-ins
"Reduce your costs"
You're the cheapest line in someone's budget
You keep us because your operations hold, not because we're cheap
"Experienced agents"
Years on a résumé, not on your specific business
Time invested understanding how your business actually works before we touch it
"Focus on your core business"
A slogan every competitor uses word for word
A weekly report you read in five minutes, and nothing else to watch
Once we're live

What a normal week looks like.

Before handing off a single task, we understand your product, your customers, and your processes. It's the step most providers skip. Here's roughly how a working week runs once we're live.

Operations dashboard in use
Monday

Queue review, weekend backlog cleared, priorities set for the week with your team.

Tue – Thu

Tickets and tasks handled against agreed response times, using your existing tools.

Friday

Reporting sent, edge cases flagged, nothing carried over silently into next week.

Ongoing

Repetitive work automated where it makes sense, AI-assisted and always reviewed.

Where AI stops

Automated where it's safe. Human where it counts.

AI takes the repetitive half of the work off the queue. It doesn't decide anything, and it never speaks to your customer unsupervised.

What stays human

Anything your customer feels. Frustrated customers, exceptions, judgment calls, commercial decisions, and every reply that goes out under your name.

Who checks

We do. A person reviews the output before it reaches your customer or your records. If a workflow starts producing work we'd have to correct, we switch it off.

Thinking of building your French support with AI alone? We wrote down what that solves, and what it leaves you with: What AI won't answer for you →

Before you get in touch

Three things people ask first.

How long before you're actually useful?
Week one is for understanding, not executing. We're answering your customers from week two, and running unsupervised on the agreed scope by the end of month one. Anyone promising a day-one handover hasn't looked at your product yet.
What if our volume doubles?
You hear it before it becomes your problem. Scope is reviewed monthly, and if the queue outgrows what we agreed, it comes from us with a proposal. Not from your CSAT score.
Do we have to change tools?
No. Zendesk, Gorgias, Shopify, Sendcloud, HubSpot, Salesforce, Notion: we work inside whatever you already run on, rather than asking you to move.

All the questions we get, answered →

Which of the three is under strain for you?

Twenty minutes, and you know where we would start.

See what we'd take on first