E-Commerce Operations Manager and Customer Support Team Lead with 12+ years of hands-on experience running Shopify stores end-to-end for DTC and dropshipping brands.
I specialize in Shopify backend management (product listings, inventory, order processing, refunds, SEO, promotions), customer support operations (team leadership, escalation handling, SOP development), and operational scaling (workflow automation, supplier coordination, fulfillment oversight). I've managed teams of 15+ agents across multiple brands and built the systems that allowed those operations to grow without proportional headcount increases.
What I bring to your business:
- Shopify Expert: 10+ years of daily Shopify Admin work across 4 brands (listings, orders, refunds, store configuration, app integrations)
- CS Team Leadership: Hired, trained, and managed support teams of 15+. Handled escalations, refund approvals, and quality standards.
- SOP Builder: Created comprehensive process documentation covering 12+ customer service scenarios, reducing errors and keeping teams aligned.
- Fulfillment and Supply Chain: Coordinated with overseas suppliers and fulfillment partners (China), managed order tracking, resolved shipping and customs issues.
- Facebook/Meta Ads: Managed paid campaigns including budget allocation, creative testing, and performance optimization.
- AI Workflow Automation: Built AI-powered customer support tools, including automated refund decision systems and response generators.
- Chargeback Prevention and Customer Retention: Implemented proactive strategies that increased retention by 20% and protected margins.
Tools: Shopify, Gorgias, Zendesk, ClickUp, Google Workspace, Facebook Ads Manager, Meta Business Suite, SPS Commerce, Google Analytics, Canva, AI workflow tools.
Results across my career: 95%+ CSAT across multiple brands, 30% operational efficiency improvement (achieved at two separate companies), 20% customer retention increase through loyalty programs and proactive follow-up. I've scaled operations across 4 Shopify brands and consistently delivered efficiency gains without sacrificing customer experience.
I'm based in Cagayan de Oro, Philippines. Available full-time during U.S. business hours. I work independently, take ownership, and don't wait for instructions. If you need someone who can run your Shopify operations, lead your support team, or build the processes that let your brand scale, I'm ready to start.
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