Customer Experience Services Built for Growing
Ecommerce Brands
Open Late Collective is a CX agency helping DTC, ecommerce, and CPG brands turn customer experience into a growth engine by strengthening CX operations, and building smarter customer experiences that drive retention, loyalty and revenue as you scale.
seen after hours with
We Know Our Way Around Your Tech Stack
43 five-star reviews
Meet the Founder of Open Late Collective — Jess Cervellon
Jess Cervellon has been building Customer Experience long before it became a buzzword. From SaaS startups, CPG, and creator-led brands—including Feastables as it grew from a viral launch to a global brand.
She’s spent her career inside of CX. Now, she’s bringing that operator experience to your brand.
You already know that brand building never sleeps…
You also know that growth doesn’t stop at acquisition. If you can't explain why customers are leaving, you can't build a strategy to keep them—or their revenue.
Building a brand worth remembering takes more than a few late nights. But growth gets expensive when your customer experience doesn’t give people a reason to stay, buy again and tell everyone about you.
Open Late Collective makes sure your customer experience gives them a reason to come back.
If the same complaints keep showing up, don’t optimize the complaint. Fix what’s causing it. You already paid to get them through the door.
What happens when your CX starts pulling its weight.
Improved from the low 40s
weekly CSAT
95%+
For our CX Optimization client, Mars Men
tickets cleared in 60 days
10,000+
For one managed merchant
AI Automation reached in 30 days
30%+
For a managed merchant with no added headcount
handled by AI in just four months
2 Agent’s Worth of Work
Across Open Late’s managed book where in-house teams stall at 10-20%
AI automation fully sustained
Up to 70%
Open Late Collective CX Services
Support fixes the ticket, CX fixes what keeps you up at night what’s leaking revenue while you sleep
We follow the data, find what’s creating the friction, and build a customer experience that scales with your business and drives what comes next.
“OLC's work ethic is top-notch, and they is always there when issues arise—something that happens often and unexpectedly in the world of CX.”
“When starting Taste Salud, I had a lot of experience in different parts of the business—but customer experience was not one of them. With my business partner Josh having a large social media presence, I was drawn to Jess' experience working with MrBeast at Feastables. We brought her in to serve as our Fractional VP of CX and mentor our younger team of employees.
The team helped us make multiple hires for new agents and trained and mentored our CX Manager, Mark Galvez, by teaching him leading best practices and giving him the confidence to manage a team of agents. I am extremely grateful for all she has done for our company."
Tyler McCann, Co-founder of Taste
Salud
Fractional CX Client
"Working with the team at Open Late has been essential for enhancing our CX operations."
“They expertly streamlined our functions, deepened our data insights, and facilitated the onboarding of a crucial new hire, setting us up for success. Jess and Danie were incredibly responsive, passionate, and efficient, making the project seamless and super fun. Their diverse expertise covered all our needs comprehensively. For a brand aiming to upgrade from good to great in customer experience, their contribution has been invaluable.”
Freya Gordon, Retention Leader at Manukora
CX Optimization Client
"Open Late Collective has been the most ideal CX partner possible."
They were handed a clunky, hard to navigate system that could not scale and turned it into an extremely well oiled machine primed for growth. Our customer satisfaction has improved meaningfully, as has our average response time. We are a lean team and they’ve done a fantastic job really owning the CX channel in a way that doesn’t require a ton of my time to manage. I have full trust in them to be hands on which allows me to be hands off. They’re a perfect long term partner!
Kieran mathews, CEO of equip foods
"I can’t say enough incredible things about working with Jess and the OLC team."
Their expertise and knowledge of customer experience is truly next level, and there’s absolutely no way we could have achieved the success we’ve seen since launch without their support. Jess is a powerhouse when it comes to CX, retention, eCommerce, and marketing, and the entire team's communication, reporting, and transparency goes above and beyond. They created a custom performance dashboard that gives us real-time insights into our CX metrics daily, keeping us fully informed and on track. The OLC team has been instrumental in our success at Lineage, and their dedication has been truly game-changing for us.
jimmy boyhan, marketing leader of lineage provisions
“In just 60 days, we cleared the backlog, staffed up with world-class agents, formalized a 50+ page CX playbook, improved our CSAT score from low 40% to 95%+ every week, and Equip’s improved meaningfully.
The Open Late team is an absolute godsend. They stepped in just before Black Friday when our CX org was in complete disarray. 10,000+ backlog of open tickets, grossly understaffed, no real structure or SOPs, and a whole lot of angry customers. Open Late acts as an extension of our internal team. They care deeply and are incredibly detail-oriented. I’ve already referred them to 3 other brands to take over the leadership of their CX orgs as well.”
Benjamin Smith, CEO of Mars Men
CX Optimization Client
Meet the CX team you call when hitting snooze on CX means leaving revenue on the table.
Open Late, led by Jess Cervellon, was built by people who have been inside fast-growing brands when CX goes from “our VA has it” to “holy shit, this is affecting retention, revenue, and the entire customer journey.”
We’ve led the teams, built the workflows, trained the agents, dug through the customer feedback, implemented the tech, and brought the receipts back to leadership so that Customer Experience could actually scale the business.
Whether your business is a household name, or you’re a fast-moving DTC company, our team is focused on creating the kind of customer experience that keeps people buying, coming back, and sticking around.
Our team comes from the brand, tech, and operator sides of the table, which means we know how to look at what your customers are saying, what your team is carrying, and what the data is telling you... then actually do something about it.
