One accountable partner
Customer experience, fulfillment oversight, platform reliability, and reporting all run through a single operating lead. No finger-pointing across four vendors when a weekend order goes sideways.
Operations partner — Est. California
Run your DTC brand like the back office never blinks.
DTC Core Co is the operational partner behind direct-to-consumer brands that need a US customer experience, reliable fulfillment, and a platform that keeps up — without building a 30-person ops team.
Operates across
Shopify
BigCommerce
WooCommerce
Gorgias
Zendesk
ShipStation
Klaviyo
Stripe
Why DTC Core
Your brand should compound, not your ops debt.
US-hours, real humans
Live chat, email, and phone support staffed during North American business hours, extended coverage on request. Native English, trained on your brand voice — not a BPO script.
Written playbooks, not tribal knowledge
Everything we run is documented: SOPs, escalation paths, monitoring thresholds, inventory triggers. You keep them if we ever part ways. Your ops never live in someone's head.
Services
Five operational muscles, one retainer.
Service 01
US customer experience
Live chat, email, and phone support that ships customer delight at scale. We hire, train, and quality-check every agent on your brand voice, product catalog, and escalation policy.
01.1
24/7 live chat
Always-on chat on your store, routed to trained agents who know your SKUs, shipping windows, and refund policy cold.
01.2
Email support with SLAs
First-response target under 2 hours in US hours. Helpdesk hygiene: clean tagging, follow-up loops, macros reviewed monthly.
01.3
Phone support & VIP line
Direct line for high-AOV customers, retention saves, and escalations. Voicemail-to-ticket with same-day callback.
01.4
Voice-of-customer reporting
Monthly review of top-10 root causes, refund drivers, and shippable product/site fixes — not just CSAT scores.
Service 02
Logistics & fulfillment oversight
We don't pretend to be a warehouse. We run the operational layer on top of your 3PL so orders, returns, and inventory move predictably — and exceptions get caught before the customer complains.
02.1
3PL liaison & performance review
Weekly ops sync with your 3PL, SLA scorecard, and a single point of contact when inventory ships late or miscount.
02.2
Order exception handling
Address validation failures, carrier holds, stuck labels — triaged and resolved before the support queue notices.
02.3
Inventory & reorder cadence
Stock-out alerts, velocity-based reorder points, and a shared par-sheet reviewed each week so you buy the right depth.
02.4
Returns & reverse logistics
Clean returns portal, fraud filters, refurb-vs-refund rules, and monthly cost-of-returns reporting.
Service 03
Platform reliability & observability
The boring work that keeps revenue from leaking: uptime monitoring, performance checks, analytics hygiene, and the small integrations that stop being "small" the moment they break.
03.1
Storefront uptime & performance
Synthetic checks against checkout, PDP, and cart. LCP + CLS budgets reviewed monthly, fixes prioritized against revenue impact.
03.2
Analytics & attribution hygiene
GA4, server-side tagging, post-purchase surveys wired up correctly. No more "attribution looks weird this week" conversations.
03.3
Integration & automation
Klaviyo ↔ Shopify ↔ 3PL flows audited and instrumented. Fewer Zapier duct-tape runs that break on the ops person's vacation.
03.4
Incident response
When something breaks, you get one page, one owner, one post-mortem — and the SOP update to prevent a repeat.
Service 04
Operating reporting & governance
A monthly operating cadence borrowed from companies twice your size. We standardize the numbers your team actually looks at, surface the exceptions, and keep everyone rowing the same direction.
04.1
Weekly ops dashboard
CX SLAs, fulfillment health, inventory risk, storefront reliability — one page, shared link, Monday morning.
04.2
Monthly business review
90-minute session walking the month: wins, misses, top 3 fixes, and the experiment list for the next 30 days.
04.3
Quarterly ops planning
Hiring plan, 3PL capacity review, tooling audit, and a written roadmap we hold ourselves to.
04.4
Documentation library
Every SOP, integration diagram, and escalation path lives in your shared workspace — not ours. You own the knowledge.
Service 05
Advisory & focused consulting
When you need an operator's read on a specific decision — not a slide deck and an invoice — we scope short engagements with clear outputs and no retainer strings.
05.1
Ops audit
2-week engagement. Review your stack, team, and playbooks. Deliver a prioritized fix list and effort-vs-impact map.
05.2
3PL selection & migration
Shortlist, RFP, pricing review, and migration oversight so you don't lose Q4 to a bad warehouse move.
05.3
CX tooling & team design
Right-sized helpdesk, agent count, and shift pattern for your volume, AOV, and support SLA target.
05.4
Readiness for scale events
BFCM, product launches, PR spikes. Walk your ops stack, load-test customer-facing paths, and staff for the peak.
How we engage
Boring on purpose. Predictable by design.
Read the room
Two working sessions. We walk your ops stack, tooling, team, and the last 90 days of customer tickets. You get a written read-out with the highest-leverage fixes.
Right-size the engagement
We propose a service mix, a monthly operating cadence, and a success scorecard. No "platinum / gold / silver." Just the services you need, priced per service line.
30-day operator trial
We run a live slice of the work for 30 days — real customer tickets, real fulfillment exceptions, real reporting. No long contracts. If the fit isn't there, we part cleanly.
Run, measure, improve
Weekly dashboard, monthly business review, quarterly ops plan. We own the cadence so your team can own the brand.
Operating profile
Shaped by the messy middle.
< 2 hr
Email first-response
Target in US business hours across all engagements.
98%+
Orders on-time
3PL performance we hold accountable, not just observe.
5 min
Incident page to owner
Page-to-human-on-the-call target when something breaks.
One
Accountable operator
Named person in your Slack. Not a rotating account queue.
Who we help
Brands where ops quality is the product.
Apparel & accessories
Sizing-driven returns, drop cadences, holiday concentration.
Beauty & personal care
Subscription logic, batch lot tracking, regulatory copy hygiene.
Health & supplements
CPG compliance, auto-ship care, FDA-adjacent content review.
Home & lifestyle
Oversize carriers, LTL freight exceptions, assembly-support workflows.
Consumer electronics
Warranty desks, RMA cycles, firmware & tier-2 escalation triage.
Food, beverage & specialty
Perishable SLAs, cold-chain, tax/permit patchwork across states.
Stack
We meet your tools where they are.
Shopify / Plus
BigCommerce
WooCommerce
Gorgias
Zendesk
Intercom
Help Scout
Klaviyo
Attentive
Postscript
ShipStation
ShipBob
ShipHero
Cin7
Inventory Planner
Stripe
Shop Pay
NetSuite
QuickBooks
GA4
Segment
Rebuy
Yotpo
Loop Returns
Recharge
Notion
Linear
Slack
"The goal isn't to out-hustle the brand. It's to make the boring parts so quiet that the founders can go build the product."— DTC Core Co operating principle
FAQ
The questions founders actually ask.
Are you a 3PL or a warehouse?
No. We're the operational layer that runs on top of your 3PL, or
helps you pick and migrate to one. We don't take custody of your
inventory — we make sure whoever does performs.
What size of brand is this for?
We fit best with brands doing roughly $2M–$50M in annual revenue
— big enough that a solo ops person is drowning, not yet big
enough to justify a 10-person ops team. Both ends are possible, just
ask.
Can we hire you for just one service?
Yes. The retainer is priced per service line. Most brands start with
one (usually customer experience or logistics oversight) and add
from there as trust compounds.
How does the 30-day pilot work?
A real slice of live work — not a slide deck. We agree on a
scoped SLA, run the pilot, and share a written readout at day 28.
You decide whether to continue at the end.
Who owns the documentation and SOPs?
You do. Every SOP lives in your Notion / Confluence / Drive —
not ours. If we ever part, you keep every playbook we wrote.
Where are your agents based?
US-based for customer-facing roles. Leads are based in California.
We don't run overseas BPO queues — your customers shouldn't be
able to tell the difference between us and your own team.
How do you price?
Per service line, on a monthly retainer, with a minimum 60-day
commitment after the pilot. Ops audits are fixed-fee. We share
pricing openly on the intake call — no custom "enterprise"
black boxes.
Contact
Talk to an operator, not a form filter.
145 N 5th St #336
Montebello, CA 90640, US
Optional — SMS updates