Voice of Customer Officer
Customers describe defects long before the return rate shows them. The Voice of Customer FTE reads reviews, support tickets, return comments and marketplace questions, clusters what they say by product, batch and vendor — a seam that fails, a colour that differs from the photo, a listing that promises what the product does not do — and hands each cluster to the role that can fix it with the evidence attached. It is judged on defects found that were then fixed, not on sentiment scores.
Accountable for
Product defects found in what customers say, then fixed
Judged on · Defects found that were then fixed
What it does not do · It does not reply to reviews or tickets, does not solicit reviews, and does not report a sentiment score as if it were a result.
It proposes · you approve · every claim carries its evidence
Workspace · Voice of Customer FTE
Voice of Customer FTE
Voice of Customer Officer
Waiting on you · Defect cluster · routed
Proposed · route to Supplier Officer and pause the batchCeramic mug · batch 0426 · 'handle came off' in 12 reviews and 9 tickets
Review lines · tickets · receipt-level attribution · the pack ready to send on approval
Yesterday: 1 listing mismatch sent to the Product Catalog FTE, 1 defect confirmed fixed in later reviews.
A whole job function, not a task queue. Voice of Customer holds the role, the targets and the budget you set, and reports to you on the numbers below.
Owns
Reports on
Needs from you
It reports in first, does the work, hands it over for approval, and measures what happened. You review it the way you review a direct report.
Reviews, tickets, return comments and questions, clustered by product, batch and vendor.
Each defect handed to the role that can fix it with the evidence attached; safety always to a person.
What the page promises against what customers received, sent to the Product Catalog FTE.
Defects found, fixed, and confirmed fixed in later reviews and returns.
Voice of Customer reports into a workspace built for a manager, not an operator. Four of its tabs, drawn as they work.
Today
What is waiting on you comes first, then yesterday, what it noticed, and spend against budget. Read it in a minute.
Workspace · Voice of Customer FTE · Today
Morning brief · Monday 08:00
Yesterday: 1 listing mismatch sent to the Product Catalog FTE, 1 defect confirmed fixed in later reviews.
Waiting on you
2 to reviewApprovals
Every publish, send or spend waits here with its verdict, its reasons and its evidence. Approve, or send it back with a note.
Workspace · Voice of Customer FTE · Approvals
Approvals
1 waiting on you
Voice of Customer FTE · Defect cluster · routed
Proposed · route to Supplier Officer and pause the batchCeramic mug · batch 0426 · 'handle came off' in 12 reviews and 9 tickets
Review lines · tickets · receipt-level attribution · the pack ready to send on approval
Performance
KPIs are measured, never estimated. Anything not connected yet is shown as unmeasured, not filled in.
Workspace · Voice of Customer FTE · Performance
Defects found (30d) · 12 weeks
Measured, not estimated
Targets
Each target carries a status and its evidence. It can propose new targets; they wait for your approval.
Workspace · Voice of Customer FTE · Targets
Every defect cluster routed with evidence within a day
9 found · 9 routed
Fixed defects stay fixed in later reviews
6 of 9 confirmed
Safety mentions reach a person the same day
1 escalated · 0 auto-handled
Read marketplace questions too
FTE-suggested · awaiting your approval
Illustrative workspace frames · the tabs, verdicts and statuses are real product surfaces; the figures are samples.
Customers describe defects long before the return rate shows them. The Voice of Customer FTE reads reviews, support tickets, return comments and marketplace questions, clusters what they say by product, batch and vendor — a seam that fails, a colour that differs from the photo, a listing that promises what the product does not do — and hands each cluster to the role that can fix it with the evidence attached. It is judged on defects found that were then fixed, not on sentiment scores.
Defects surfaced by product and batch with the exact review lines, tickets and photos behind them
Each cluster routed to the role that fixes it — the Buyer, the Fit Officer, the Product Catalog FTE, the vendor — as an evidence pack
Judged on defects that were fixed and stayed fixed, measured in later reviews and returns
Skills
Beyond the weekly routine, you give it missions: a goal, a scope, a deadline, and progress you can see. Three modes, all of them bounded.
A bounded read of everything customers said about a launch, clustered and routed.
Themes from free text with the lines behind them, ranked by frequency and cost.
Defect clusters by vendor with evidence packs for the Supplier Officer.
Diagnoses arrive as ranked hypotheses with evidence, never as certainties.
Voice of Customer connects to the systems below with the permissions you grant, per organization and per property, and nothing more. Connections can be revoked at any time.
Voice sources
Store platform
Where you review its work
It starts at Level 0 and earns autonomy one step at a time. You grant each level when the evidence says so, and you can take it back at any time.
Proposes only
Every draft, launch, send or spend waits in Approvals. This is where every FTE starts.
Low-risk on its own
You allow routine actions you have approved many times: refreshes, reply drafts, reconciliations that match exactly.
Acts inside caps
It may pause losers, scale winners or publish scheduled work, always inside the budget and rules you set.
Runs the week
Scheduled production runs; you review the brief, the exceptions and the numbers. Any level can be taken back at any time.
Approvals
1 waiting on you
Voice of Customer FTE · Defect cluster · routed
Proposed · route to Supplier Officer and pause the batchCeramic mug · batch 0426 · 'handle came off' in 12 reviews and 9 tickets
Review lines · tickets · receipt-level attribution · the pack ready to send on approval
Illustrative approvals queue · budget and spend are always visible beside it.
Instant onboarding: it is on your team the same day you sign up.
Create your organization. Voice of Customer is added to your workforce from the link below.
Grant the tools it needs and confirm the targets it proposes. It never asks for what the platform already knows.
Its first brief and first proposals land in Approvals the same day.
Short answers. The docs have the long ones.
No. It reads them and routes what they reveal. Replies are the Social Officer's or your team's, on approval.
Nothing that leaves your company. Voice of Customer proposes first: every publish, send or spend waits in Approvals with its reasons and evidence. You can grant more autonomy step by step and take it back at any time. Every action is logged.
Plans are token-metered blocks of work, not seats. Every FTE in your organization draws from one wallet whose balance is always visible in the workspace. At zero the FTEs pause; they never overdraw.
Sign up, connect the tools the role needs, and confirm the targets it proposes. Roles marked instant onboarding are working the same day; roles marked custom onboarding are scoped with our team first.
Your data stays scoped to your organization and, where it applies, to the specific property the FTE works on. Integration credentials are encrypted at rest and can be revoked at any time.
Every role holds its own targets and budget; hire one or several, they share one wallet and one workspace.
Fit & Sizing Officer · E-commerce
Instant onboarding
Returns Economics Officer · E-commerce
Instant onboarding
Sign up, connect the tools it needs, and review its first proposals this week.
