E-Commerce Support & Operations Specialist | Shopify, Order Fulfillment, Multi-Channel CS | 10+ Yrs Experience

I help e-commerce and DTC brands run smoother operations and keep customers happy — end to end, from order placed to issue resolved.

Over the past 10+ years I’ve worked inside real Shopify stores handling the full operational cycle: product/SKU management, order processing, fulfillment, and multi-channel support (email, chat, phone, social). I don’t just answer tickets — I fix the root problems that create them.

What I bring:

✔ Shopify order processing, fulfillment & returns (OutPeak Canada Mats, Zulily)
✔ SKU/product lifecycle management — listings, tagging, collections, inventory accuracy for 300–5,000+ SKUs
✔ Multi-channel support — averaged 70+ emails, 30+ chats, 20+ calls daily
✔ Refunds, chargebacks & dispute resolution — handled 30+ high-risk payment cases daily at Abercrombie & Fitch/Hollister
✔ CRM & tools: Zendesk, Freshdesk, Gorgias, Kustomer, ShipStation, Vonage, RITHUM, FileZilla
✔ Maintained 95%+ CSAT across every role, and cut delivery complaints by 20% through proactive tracking

Track record that matters to you:
• Promoted 3x at Abercrombie & Fitch (CSR → Subject Matter Expert → Acting Team Lead, overseeing 30 agents at 100% KPI compliance)
• Reduced billing errors by 20% and boosted member satisfaction 15% in a claims-processing role
• Resolved disputes between two-sided marketplaces (Airbnb) at a 90% resolution rate

I’m not looking to “help out” — I’m looking to own a lane of your operations so you can stop firefighting tickets and focus on growth. Available full-time, remote, US time zone overlap.

Let’s talk about what’s currently eating up your time.