ABOUT GLOBAL NOVA
Customer support for brands that need things handled properly.
Global Nova helps e-commerce brands manage customer service, disputes, phone support and daily support operations. The goal is simple: keep customers informed, protect revenue and give founders fewer problems to chase.
7+ years
experience with e-commerce support
2-3 days
average onboarding time
85-90%
dispute win rate target
WHAT WE DO
We take care of the support work that usually slows teams down.
For many e-commerce brands, customer support becomes messy once order volume grows. Tickets pile up, customers want faster answers, disputes need evidence and founders end up spending too much time on operational issues.
Global Nova gives brands a dedicated support layer. We handle customer questions, phone calls, disputes, supplier communication and reporting, while following the brand voice and processes of each client.
HOW WE THINK
Good support is not just about
answering fast.
Fast replies matter, but the real value is in preventing confusion, reducing refunds and giving
customers confidence that they are being helped by a serious brand.
01
Clear answers
Customers should not receive vague replies. We aim for clear, useful answers that move the issue forward.
02
Ownership
Tickets, calls and disputes are followed through. The goal is not to close a ticket quickly, but to solve the problem properly.
03
Prevention
When patterns show up, we report them. This helps brands reduce repeat questions, avoid disputes and improve operations.
04
Visibility
Clients need to know what is happening. Reporting gives a clear view of ticket trends, disputes and customer friction.
Support across the main customer channels
Email, live chat, phone, social DMs, SMS and WhatsApp can be managed from one support process.
Dispute handling for PayPal and Stripe
Cases are tracked, evidence is collected and deadlines are managed so revenue is better protected.
Gaia Desk CRM
Global Nova uses its own CRM ecosystem to manage support, customer history, disputes and reporting more efficiently.
Operational feedback
Recurring problems are shared with the brand, so support can improve the business instead of only reacting to complaints.
ONBOARDING
A simple setup process, without
overcomplicating it.
Global Nova can usually go live within 2-3 days after the first call, depending on access, SOPs and
the number of channels that need to be connected.
01
First contact
30 minutes
02
Discovery call
30 minutes
03
Agreement
10 minutes
04
SOP setup
1-2 hours
05
Integrations
1 day
06
Go live
Usually next day
WHY IT MATTERS
Support has a direct impact on
trust, refunds and disputes.
Global Nova treats customer service as part of the operating system of an e-commerce brand, not
as a task that sits on the side.
Revenue protection
One supported client reached €28.7M in gross sales and €25.8M in retained sales. Strong support helped reduce friction around returns, disputes and customer uncertainty.
Phone support
Phone coverage gives customers confidence that there is a real team behind the brand. This can reduce frustration and help prevent unnecessary chargebacks.
GET IN TOUCH
Want support to feel less chaotic?
Global Nova can help you build a more reliable customer support operation for your e-commerce brand, from daily tickets to disputes and phone support.
© Global Nova
Customer support, dispute handling and operations for e-commerce brands.