Hi, I'm Crizza! I'm a Customer Service Manager with over 10 years of experience building and leading high-performing remote support teams across eCommerce, SaaS, IT, and cloud environments. I specialize in turning chaotic support operations into smooth, scalable systems — and I genuinely enjoy the work.
What I Bring to the Table:
For the past several years, I've led day-to-day customer support operations for a remote eCommerce team at Lyra Collective, where I coached representatives, built SOPs from scratch, and kept a close eye on KPIs like response time, resolution rate, and customer satisfaction. I work hand-in-hand with operations and fulfillment partners to make sure orders move smoothly and customers stay happy — not just reactively solving problems, but proactively catching them before they escalate.
Before that, I managed multi-channel support at SCOTTeVEST, handling Amazon reviews, order approvals, and escalations, and trained new virtual assistants along the way. Earlier in my career, I worked directly in Amazon FBA fulfillment at Jo Chef, managing returns, refunds, shipment tracking, and seller feedback — so I understand both the customer-facing and operational sides of eCommerce inside and out.
I also have a technical background most CX managers don't — I spent time as a T2 IT System Engineer working with AWS, Jenkins, Docker, Chef, and Ansible, which means I pick up new tools and platforms quickly and I'm genuinely comfortable with tech-heavy environments.
Skills & Tools
Gorgias, Shopify, Amazon Seller Central, ShipStation, Deliverr, Zendesk, ConnectWise, Slack, Klaviyo, Recharge, Skio, Loyalty Lion, Microsoft 365, Azure, AWS
Customer Service Leadership • CX & Customer Success • Escalation Management • SOP Development • Team Coaching • KPI/SLA Management • Quality Assurance • Process Improvement • Technical Support
Certifications
AWS Cloud Quest: Cloud Practitioner, Microsoft Azure Fundamentals (AZ-900), Microsoft Azure Administrator Associate (AZ-104), Gorgias Admin Power User Certified, Dell Cloud Client Certified
What I'm Looking For
I'm looking for a long-term remote role where I can lead or support customer service and fulfillment operations for a growing eCommerce or B2B brand. I work independently, communicate clearly, and take real ownership of the processes I manage. If you need someone who can jump in, build structure, and keep your customers (and your team) genuinely happy — let's talk.
