Jeyve D.

I'm writing to express my interest in the Customer Support. With a strong background in leading high-performance support teams within fast-paced e-commerce environments, I bring a strategic yet hands-on approach to customer experience, dispute resolution, and team development. I’ve worked with five different e-commerce brands. In my most recent role, I managed customer service operations for a Shopify-based e-commerce business, where I oversaw a multi-channel support team and implemented scalable workflows to improve response time and satisfaction ratings. I handled all aspects of dispute resolution successfully managing cases across PayPal, Stripe, Klarna, Afterpay, and traditional chargeback processors while maintaining positive customer outcomes and minimizing losses. I’ve led teams using tools such as Gorgias, Re:amaze, ZenDesk and Richpanel, supporting customers through email, live chat, SMS, voice (including IVR systems), native self-service, and social media (Instagram & Facebook). My ability to unify support across these platforms has helped build efficient, empathetic service experiences at scale. In addition to customer-facing tools, I'm highly proficient in Aircall for call handling, Recharge and Checkoutchamp for subscription management, and Airtable for tracking team KPIs, SLAs, and workflow automation. I also have experience managing and responding to public reviews via Trustpilot, supporting both reputation management and customer retention. My leadership style is rooted in accountability, empathy, and data-driven decision-making. I enjoy building cohesive teams, mentoring agents, and creating systems that not only meet customer needs but exceed them. I would be excited to bring my experience and passion for service excellence to your team. I’d welcome the opportunity to discuss how I can contribute to your customer experience strategy.