01
Customer email and chat
Respond to routine product, order and account enquiries using your approved guidance and brand voice.
SpaceStem · Back office & customer care
Ecommerce customer support and back office outsourcing
Give your UK or US team more room to grow. Our in-house operations and customer care team can help with customer enquiries, order administration and the routine work behind a better buying experience.
What we can take on
Practical support for the work that keeps orders moving
Choose the tasks you need. We agree the workflow, permissions, hours and escalation rules with you before work begins.
02
Order support
Help customers with order status, delivery questions and changes that fall within your agreed process.
03
Returns coordination
Guide customers through your return policy, update cases and route exceptions to your team.
04
Back office administration
Carry out repeatable order and customer record tasks in the systems you authorize.
05
Queue and case management
Tag, prioritize and escalate cases according to the rules you set, with a clear handover history.
06
Reporting and improvement
Review agreed measures such as response time, resolution, backlog and recurring contact reasons.
Built around your operation
A support team that works to your process
Your policies, tone of voice and escalation decisions stay central. We define the people, hours and operating plan around the work you need handled.
- Agree channels, volumes and service hours
- Train on your knowledge base and decision rules
- Set access permissions and escalation paths
- Review output and feedback regularly
Designed for growing ecommerce teams
Use this service when customer enquiries or routine operations are taking time away from merchandising, growth and complex customer issues. We can discuss a scoped pilot before a wider engagement.
How we start
A clear route from first call to delivery
The first conversation is about your actual workload: what arrives, when it arrives, and what a good response looks like.
- Share the workload
Tell us your channels, approximate monthly volume, current tools, hours and highest-friction tasks.
- Define the scope
We agree responsibilities, training, access, reporting and the items your team will retain.
- Run an agreed pilot
Start with a manageable set of tasks and review quality and operational fit together.
- Adjust the plan
Expand coverage or refine workflows based on results and your feedback.
About SpaceStem
Operations context backed by ecommerce technology work
SpaceStem also builds ecommerce and operational systems. That experience helps us understand the tools and workflows behind customer-facing work. Our software case studies illustrate this context; your support engagement will have its own agreed scope.
See related projects
These examples are technology projects, not claims about outsourced support results.
Frequently asked questions
Questions to settle before we begin
What tasks can you handle for an online store?
We can discuss customer email and chat, order enquiries, returns coordination, queue administration and repeatable back office tasks. The final scope depends on your policies, tools and training requirements.
Can you work with our existing helpdesk and ecommerce systems?
Tell us which systems your team uses. We will review the workflows and permissions needed before proposing a delivery plan.
Do you support UK and US businesses?
Yes. We are speaking with businesses in both markets. Coverage hours, holidays and handovers are agreed for each engagement.
How do you handle customer data?
We agree authorized access, instructions and the relevant contractual and security requirements before your customer data is shared. Bring your data handling requirements to the discovery call.
Can we begin with a pilot?
Yes. We can scope a pilot around a defined queue or operational task, then agree what to measure and how to review it.
Let's talk
Tell us what is slowing your team down
Share your website, channels, approximate enquiry volume, required coverage and the tasks you would like help with. We will discuss a suitable support plan.
Please do not include customer personal data in your first enquiry.