Customer Support Operations Leader with over three years of experience in ecommerce and high-volume customer service environments. Currently managing support operations across multiple Shopify-based brands, overseeing daily ticket workflows, refunds, dispute handling, and delivery escalations while leading and coaching remote support agents.
Experienced in building and optimizing Gorgias systems, including inbox architecture, tagging logic, automation rules, and structured SOP frameworks to improve SLA, CSAT, and overall operational efficiency. Strong understanding of Shopify order management, Klarna dispute documentation, ParcelPanel tracking workflows, and workflow automation using Shopify Flow and Zapier.
Brings a data-driven and systems-oriented approach to customer experience, combining hands-on case resolution with performance monitoring, QA reviews, and continuous process improvement. Focused on scalable support operations that protect brand reputation while maintaining efficiency and team accountability.
