Senior Customer Service VA | Shopify & eCommerce | Gorgias | Disputes & Retention | 10+ Years
Running an eCommerce business is demanding, and customer support can quickly become overwhelming when you’re dealing with high volumes, returns, delays, and rising customer expectations.
That’s where I come in.
I’m a Senior Customer Service Virtual Assistant with over 10 years of experience supporting eCommerce brands. I specialize in handling high-volume support (100–200+ tickets per day) while maintaining fast response times and delivering clear, empathetic communication that keeps customers satisfied and loyal.
I manage the full customer support process, from order tracking, refunds, replacements, and returns to more complex issues like disputes and chargebacks. I’m experienced with Shopify and have supported customers across AU, US, UK, and EU markets, so I understand different expectations and how to communicate effectively.
I’m highly familiar with tools such as Gorgias, Zendesk, and Helpscout, and I work closely with warehouse and fulfillment teams to resolve issues like delays, damaged items, and incorrect shipments efficiently.
I don’t rely on scripted or copy-paste responses. I focus on resolving issues properly the first time, communicating naturally and professionally, and protecting your brand’s reputation in every interaction. I approach support with a problem-solving mindset and take initiative instead of waiting for instructions.
What I handle on a daily basis:
• High-volume email and chat support using Gorgias, Zendesk, and Helpscout
• Order management including tracking, delays, replacements, and missing items
• Refunds, returns, and exchanges
• PayPal disputes and chargebacks using Airwallex and Stripe
• Shopify backend support
• Customer complaints and escalations
• Coordination with warehouse and fulfillment teams
I’ve worked with multiple eCommerce stores across Shopify, Amazon, eBay, Vivino, and Kogan, handling real-world issues such as lost parcels, damaged items, incorrect shipments, and delivery delays. This allows me to step in with minimal training and contribute immediately.
Tools and systems I use:
Shopify, Gorgias, Zendesk, Helpscout
Airwallex, PayPal, Stripe
Slack, Asana, Google Workspace, Shipstation
If you’re looking for someone reliable, proactive, and experienced who can take customer support off your plate and handle it with consistency and professionalism, I’d be happy to be part of your team.
Cherrie
Verified
