Crystal S.

I’m a Senior Customer Support Lead & Virtual Assistant specializing in eCommerce, SaaS, and small to medium-sized service businesses. I help growing brands manage, optimize, and scale their customer support operations while delivering a professional, accurate, and efficient customer experience. I have hands-on experience supporting Shopify stores, SaaS platforms, and service-based businesses, handling customer communication across email, chat, phone, and social media. I resolve refunds, returns, cancellations, chargebacks, shipping issues, scheduling inquiries, and escalations efficiently without dragging conversations out or relying blindly on scripts. I’ve worked with Shopify, Gorgias, Richpanel, CRMs, and order management tools, and I’m comfortable coordinating with warehouse, fulfillment, and service workflows. I can fully own the inbox, make sound decisions, and work independently with minimal direction. In addition to frontline support, I bring leadership and operations experience, including improving workflows, monitoring response quality and tone, supporting and guiding agents, and ensuring processes are followed consistently. I understand how strong customer support directly impacts retention, revenue, and brand reputation especially for small and mid-sized businesses. Fluent in English and Spanish, I communicate clearly, professionally, and confidently with diverse customer bases. Core Skills & Keywords: •Shopify Customer Support & Order Management •eCommerce, SaaS & Service-Based Business Support •Small to Medium Business (SMB) Operations •Gorgias, Richpanel & CRM Management •Refunds, Returns, Disputes & Chargeback Prevention •Shipping, Fulfillment & Service Coordination •High-Volume Inbox & Escalation Handling •Customer Experience (CX) Optimization •Virtual Assistance & Backend Operations I work best with established small to mid-sized businesses that value ownership, accuracy, and long-term support. If you’re looking for a senior-level support professional you can trust to manage your customer experience end-to-end, I’d love to connect.