Adriane B.

Ecommerce Customer Support | Shopify, Gorgias & Zendesk

Shopify Customer Support Specialist with 16+ years of experience helping ecommerce brands manage customer support, resolve orders, refunds, returns, shipping issues, and escalations while keeping customers happy and support teams efficient. If your Shopify inbox is piling up with customer questions, order issues, "Where is my order?" messages, refund requests, or frustrated customers, I can take that off your plate. I help Shopify and ecommerce brands manage customer support from the first question to final resolution. WHAT I HANDLE * Shopify customer support * Ecommerce customer service * Email and chat support * Order management and order processing * Order tracking and WISMO inquiries * Returns, refunds and exchanges * Cancellations and order changes * Shipping delays and lost packages * Delivery and fulfillment issues * Customer complaints and escalations * Chargebacks and dispute support * Subscription and billing issues * Product questions and troubleshooting * Customer retention and recovery * Customer support SOPs and workflows * Support team coordination and quality assurance * KPI tracking and reporting WHY HIRE ME? I bring 16+ years of customer service experience, with the last 8+ years focused heavily on ecommerce and high-volume customer support. I've supported ecommerce brands across automotive, fashion, health and wellness, home products, and other DTC industries, working with customers across the U.S., Canada, Europe, and international markets. I've also managed customer support teams, trained agents, created SOPs, built support workflows, handled escalations, improved response processes, and helped reduce chargebacks through better customer issue resolution. Most importantly, I understand that customer support isn't just about closing tickets. It's about protecting the customer relationship while protecting the business. That means knowing when to refund, when to replace, when to escalate, when to investigate further, and when a simple, well-written response can turn a frustrated customer into a returning customer. MY APPROACH Fast when speed matters. Thorough when accuracy matters. Human when customers are frustrated. I use AI tools when they genuinely improve efficiency, but I always make sure the final response sounds natural and human, not like a copy-pasted AI response. Whether you need someone to manage your Shopify inbox, handle orders and refunds, resolve shipping issues, take care of escalations, or improve the processes behind your customer support operation, I can step in and take ownership. If you're looking for someone who can do more than simply answer tickets, let's talk. :)