Customer Service Manager | Shopify Operations Manager
Helping Shopify Brands Scale Through Operational Leadership, Optimized Support Systems, and Revenue-Protecting Customer Experience
Hi, I’m Mariel Antonette, a Customer Service Manager and Shopify Operations Manager with 10+ years of experience leading customer support and backend operations for eCommerce brands.
I specialize in owning and optimizing customer service systems, reducing operational friction, protecting revenue, and building scalable support infrastructures that enable brands to grow confidently.
I don’t just handle support — I manage, improve, and lead the entire customer experience operation.
What I Bring to Your Business
Customer Service Operations Management
• Own and manage end-to-end customer support operations across email, chat, and CRM platforms (Gorgias, Zendesk, Freshdesk, Shopify Inbox)
• Handle escalations, disputes, chargebacks, and complex customer cases with strong resolution strategies
• Improve SLAs, resolution time, and customer satisfaction through workflow optimization
• Build and refine macros, automation, and support structures to increase efficiency
• Act as the internal authority on policies, edge cases, and customer experience decisions
Shopify Backend & Operational Leadership
• Manage backend operations across orders, refunds, exchanges, inventory, and customer records
• Oversee and maintain 1,000+ SKUs with accuracy in product listings, pricing, and inventory
• Coordinate directly with suppliers, fulfillment centers, and logistics partners
• Identify operational gaps and implement process improvements
• Ensure smooth daily store operations without requiring supervision
SOP Creation, Systems & Process Optimization
• Create SOPs and workflows to standardize operations and support scalability
• Improve internal systems to reduce errors, refunds, and operational inefficiencies
• Document processes to support team growth and operational continuity
• Build structured support frameworks that reduce dependency on founders
Order, Returns & Revenue Protection Management
• Manage refunds, exchanges, replacements, and store credits aligned with business goals
• Resolve shipping issues and coordinate with carriers including USPS, UPS, and DHL
• Reduce chargebacks and disputes through proactive resolution strategies
• Maintain accurate records, reporting, and operational documentation
Executive & Cross-Functional Operational Support
• Support founders and leadership teams with operational execution and decision support
• Manage backend administration, reporting, and operational housekeeping
• Coordinate across customer support, fulfillment, and supplier teams
• Ensure alignment between customer experience and operational capabilities
Core Leadership Skills
Customer Service Operations Management
Shopify Store Operations & Backend Management
Gorgias, Zendesk, and CRM Optimization
Escalation, Dispute & Chargeback Resolution
SOP Creation & Workflow Optimization
Order Fulfillment & Logistics Coordination
Inventory & Supplier Management
Customer Experience Strategy
Operational Efficiency & Process Improvement
eCommerce Operations Leadership
If you're looking for a Customer Service Manager who can take ownership of your support operations, optimize systems, protect revenue, and improve your customer experience at scale — I can help you build a structured, efficient, and growth-ready operation.
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