Customer Support Manager | E-commerce Operations & Team Leadership | Shopify | HubSpot | Remote Ready | Experienced Customer Service Representative | 10+ Years | Chat, Email & Voice Support

I’m Gerald Santiago, a customer service professional with over 10 years of experience in remote support, e-commerce operations, and team leadership. Most recently, I led the customer service department at Vitruvian, where I managed order fulfillment, CRM automation, and performance optimization using platforms like Shopify, HubSpot, Stripe, Notion, Borderless360, and Linear.

I specialize in:
- Leading high-performing remote support teams
- Creating scalable workflows to reduce response times
- Improving customer satisfaction and retention
- Using data to drive process improvements and team efficiency

I’m highly adaptable, tech-savvy, and thrive in fast-paced environments. Whether handling tickets, implementing new tools, or coaching agents, I bring focus, accountability, and care to everything I do.