I am a Customer Support Manager and E-commerce Customer Service Specialist with more than 20 years of customer service experience, including over 10 years working remotely with international businesses in the United States, United Kingdom, and Australia.
I help Shopify, e-commerce, SaaS, subscription, coaching, and online retail companies deliver organised, consistent, and customer-focused support. I have experience building customer support departments, managing distributed teams of up to 10 agents, handling complex escalations, monitoring KPIs, conducting quality assurance reviews, coaching agents, and improving daily support operations.
My customer support experience covers email, live chat, phone, social media, and community moderation. I can manage the complete customer journey, including:
Customer enquiries and technical support
Shopify order management and fulfilment
Order changes and cancellations
Returns, refunds, replacements, and exchanges
Billing and subscription concerns
Shipping delays, lost packages, and tracking enquiries
Chargebacks and payment disputes
Customer retention and de-escalation
Escalation management
Customer satisfaction and CSAT improvement
Help Centre and knowledge-base management
SOP, workflow, FAQ, and training-material development
Agent coaching, KPI monitoring, and quality assurance
I am highly experienced with customer support platforms such as Gorgias, Zendesk, Freshdesk, Intercom, Help Scout, HubSpot, Re: amaze, Trengo, -----------, Zoho CRM, and GoHighLevel.
My e-commerce and subscription platform experience includes Shopify, WooCommerce, BigCommerce, Magento, Wix, Weebly, Salesforce Commerce Cloud, Kajabi, Recharge, and Loop. I have also worked with Amazon Seller Central, Etsy, eBay, Shopee, Lazada, AliExpress, Printful, Printify, ShipStation, Stripe, Klarna, Klaviyo, Mailchimp, Slack, Asana, Trello, ClickUp, and -----------.
I have supported beauty, health and wellness, fashion, subscription, print-on-demand, SaaS, coaching, education, entertainment, and online community brands. I understand how to balance customer satisfaction with company policies, fulfilment limitations, retention goals, and operational requirements.
I can work independently as a Customer Support Specialist or take ownership of a complete support operation as a Customer Service Manager, Customer Support Team Lead, E-commerce Customer Service Lead, Customer Experience Manager, or Customer Support Operations Manager.
If you need someone who can handle customers professionally, organise your support workflows, coach your agents, manage escalations, and improve your overall customer experience, I would be happy to support your business.
Verified
