Give us what slows you.We stabilize it with humans.Then we scale with AI.
Gravitas, Acumen & Co is a cooperative of top independent workers helping omnichannel brands clear backlogs, structure their data, and deploy AI the right way — humans first, automation second.
Growth creates friction. Most teams aren't built for it.
You don't need more tools. You need a system that actually works.
Most firms sell software. We take over the work, clean it up, and only then layer in automation — starting with the lowest-risk, highest-leverage pieces.
A different kind of firm.
One operating model. Four things most firms can't combine in a single engagement.
A team of proven operators.
- Experienced independent workers, trained in North America and Europe
- Specialized by function — CX, marketing ops, business ops — not generalists
- No juniors learning on your brand. On average, we start within one day of training
Tailored for how you actually operate.
- Pay per hour, per ticket, per task, or per mandate
- Scale up or down weekly — no rigid contracts
- Built for seasonality and real-world volume
A structure built for accountability.
- You don't deal with disparate freelancers — you work with a Managing Partner who owns execution
- One point of ownership for quality and results
- Every contributor selected, supervised, and accountable
A partnership, not a vendor.
- We pair talent with brands they believe in
- We only accept a few brands each year as clients
- We build systems that stay — not dependencies
Brands we've helped scale.
Not cheap labor. Not disconnected freelancers. Something else.
Traditional outsourcing
- Cheap, inconsistent
- High turnover
- No ownership
Freelance platforms
- Hard to manage
- No integration
- No accountability
Gravitas, Acumen & Co
- Embedded operators
- Managed execution
- Structured path to AI
- Measurable outcomes
- Cooperative of independent talent
- Recruited by referral only
- Close to no attrition
The best price-to-quality ratio you can find — compared to legacy outsourcing, placement agencies, or hiring the wrong person. That last one costs more than you think
How we get your function to 70% automated.
Most outsourcers sell you AI on day one. It fails because the data isn't ready, the processes aren't documented, and the backlog is still growing. We work in three phases. Each one lasts 6 to 12 months, depending on the size and complexity of the mandate.
Stabilize.
A small team built for your needs, managed by a Managing Partner with a stellar, proven track record.
We take over execution. Clear the backlog. Improve the process. Structure the data. All of it done by experienced independent workers — because this is the foundation everything else depends on.
- Email, chat, reviews, claims, ops tasks
- Immediate relief for overwhelmed teams
- Clean data ready for the next phase
Structure.
20% of work resolved without human intervention.
We deploy automation on low-risk, low-hanging fruit — triage, tagging, routing, filtering. Humans handle everything else and help train models for the next phase.
- Tagging, categorization, process mapping
- Reduced errors, faster resolution
- First automation wins, measured
Scale with AI.
Up to 70% of work resolved without human intervention, plus real-time insight.
Full workflow automation. Intelligent routing. AI-powered resolution. Your team focuses on the complex work that actually needs them.
- Expanded automation across decision systems
- Real-time dashboards and leadership visibility
- Continuous iteration by your Managing Partner
CX, Marketing, Operations & Loss Prevention for omnichannel brands.
Client Experience
Email, chat, voice, reviews. Claims and exception management. CX performance programs. Platform migrations.
Marketing Operations
Creative production. Paid media and performance. CRM and retention. Campaign QA, data hygiene, catalog ops, the clerical workflows behind every campaign.
Business & Internal Services
Retail and e-commerce back-office. Wholesale operations. Internal IT support (ticketing, store systems, frontline staff). Vendor coordination, inventory reconciliation, order operations.
Loss Prevention
AI-powered loss prevention for retail and hospitality environments. Fraud detection, chargeback disputes, suspicious activity monitoring, and computer vision workflows that reduce shrinkage without disrupting the client experience.
We're a Gorgias Elite Partner.
The top tier of Gorgias's partner program — reserved for agencies with deep implementation experience, certified specialists, and proven results migrating brands onto Gorgias and scaling their CX with automation.
Six founders. One standard.
Most of us first worked together at SSENSE over a decade ago. We've spent the years since building, scaling, and rebuilding CX operations across industries.
Yannick B. Prince
15 years successfully leading teams ranging from 5 to 200 people, often in fast-growth, high-pressure environments. A management science graduate with a passion for data, Yannick consistently delivers top-tier SLAs and CSAT scores by blending rigorous analytics with operational excellence.
He started his career on the frontline at BMO and CIBC before joining BIXI, where he first led teams and managed large seasonal ramp-ups tied to the summer rush. He later spent seven years at SSENSE during one of the company's most explosive growth periods, helping scale operations as revenue grew from roughly $100M to over $1B. Along the way, he built a reputation for combining analytical rigor with operational execution without compromising employee satisfaction in fast-growth, high-pressure environments. Yannick also founded the SRI Club du Québec to advance conversations around responsible investing in the public markets.
Philippe Nadeau
A unique blend of digital project management and operational rigor, Philippe brings a deep technical foundation in Industrial Engineering and Computer Science. He has overseen complex tech rollouts at PSP Investments, SSENSE, and Uni-Select.
His expertise spans large-scale e-commerce platforms, ERP migrations, and cross-functional system integration — making him the go-to partner for clients undertaking platform changes, digital transformations, or building the technical backbone of their CX operation.
Harold Fioravanti
A decade and a half of leadership in client service, HR, quality analysis, and offshore call center operations. Recognized as Dicom's Employee of the Year in 2017, Harold combines fluency in coaching, multilingual operations, and offshore management to deliver consistently high-quality service at scale.
He's the partner clients turn to when they need to build, train, or rebuild a frontline team — and the one Managing Partners rely on to maintain coaching standards across the cooperative.
Eric Taillefer
25+ years in contact center management and outsourcing, with leadership roles at Bell Mobility, Nordia, BIXI, and Genesys. A hands-on leader of multinational cloud migrations and cost optimization initiatives, Eric brings a rare depth of experience in scaling, restructuring, and modernizing customer service operations.
His track record includes large-scale platform migrations, the deployment of cutting-edge cloud-based contact center technologies, and the operational redesign of call centers across North America.
Rémi Canton
15 years of experience across customer experience and marketing, with a focus on integrating emerging technologies — virtual reality, AI, and automation — into high-growth environments. Founder of VR2GO and former leader at SSENSE and Dental-Wings.
Rémi specializes in turning innovation into measurable business outcomes: faster onboarding, smarter customer journeys, and operational efficiency through smart deployment of new tools.
Mathieu Rajaofetra
Scaled multiple DTC e-commerce brands from $10M to $1B+ in revenue, blending creative leadership with operational execution. Mathieu reverse-engineers high-performing purchase journeys, leverages first-party data, and builds cross-functional systems that turn complexity into conversion.
He brings hands-on leadership across 25+ growth areas and a sharp talent for activating brand storytelling at scale — equally at home in a creative review and a unit-economics deep-dive.
Since inception, no one has resigned from the cooperative.
Close to zero attrition · Continuity for every mandate
Every engagement starts with a bespoke benchmark.
Your operation, compared against direct competitors. Real data, real recommendations. Here's a redacted example from a premium outerwear brand we worked with.
CX Scorecard & Competitive Benchmark
Analyzed vs. 4 premium competitors · 387 reviews · 150+ complaints parsed
| Brand | Email Response | Social Response | Quality | Warranty |
|---|---|---|---|---|
| Client (you) | 21 days | 6 days | ★★★☆☆ | Limited |
| Competitor A | 10 minutes | 6 days | ★★★★☆ | Good |
| Competitor B | 1.5 hours | 30 minutes | ★★☆☆☆ | Poor |
| Competitor C | 2 hours | 4 days | ★★☆☆☆ | Very Poor |
| Competitor D | 4 days | 9 hours | ★★★☆☆ | Moderate |
What we actually did on the ground, in the first month:
- Took over email queue execution — prioritized the oldest tickets, cleared the 21-day backlog within the first 30 days
- Set up a tiered triage model: warranty claims, sizing complaints, delivery issues — each to its own specialist
- Rebuilt weekend social support coverage with a rotating schedule across time zones
- Created a warranty claim submission form to replace the open-ended email intake
- Standardized response templates for the five most common complaint categories
- Started tagging every ticket with structured categories — feeding the data layer for Phase 02
Every scorecard is bespoke. Every engagement is an application.
Apply for your free scorecard →Global talent. Local understanding.
Our partners are digital nomads and parents with young kids — broad corporate experience across North America and Europe, choosing to work remotely. They bring cultural proximity, language fluency, and real business experience.
Not accents trained to sound native. People who already are.
A cooperative. Not a job. Not a platform.
GAC is owned by the people doing the work. Every member was invited by someone already inside. Every mandate builds toward ownership.
This is what ownership looks like.
A day in the life of a GAC member — working on mandates from wherever they choose to be.
Everyone votes.
One member, one vote — every partner, not just Managing Partners. Surplus flows back to the operators who delivered the work. Not to founders, not to investors.
Everyone here was vouched for.
No recruiting pipeline. No bench. Every member was referred by someone whose reputation depends on the quality of their referral.
The admin is handled.
Sales, legal, contracts, invoicing, tooling, AI infrastructure. Pooled across members so you focus on the work, not the overhead.
Work from anywhere. Pick your mandates.
Two HQs, members across multiple countries. Choose the brands you work with. Set your own pace, within the cap.
A structured path from Associate to Managing Partner.
Associate Partner
Execute mandates alongside a Managing Partner. Develop specialty. Learn the cooperative's operating standard.
Senior Associate
Lead work within a mandate. Start mentoring newer members. Begin developing a book of client relationships.
Managing Partner
Own your own mandates (up to three at a time). Build your team. Share in the cooperative's upside. Vote on its future.
Refer a partner. Share the upside.
Every member who joins GAC was referred by another member. When your referral stays and delivers, you share in the revenue their mandates generate.
Revenue share for successful referrals.
One-year take rate per active referralWe recruit exclusively by referral. Know a member? Ask them to introduce you.
Remove friction from work through smart contracts.
A cooperative is just the beginning. The infrastructure follows.
Let's fix what's slowing you down.
Currently accepting 2 new brands in 2026.