John Paul L.

Need someone who can handle Shopify customer support without constant supervision? I'm an e-commerce support specialist with 8+ years of phone, email and chat support for US customers. Most recently I was a Customer Support Lead handling about 150 shared tickets a day. I work in Shopify (3+ years) and Gorgias every day, and I've also used Zendesk and Freshdesk. RESULTS - 4.94 average CSAT across 88 customer surveys at Arctic Warriors Cold Plunge - About 150 tickets per day handled as Customer Support Lead - Supported brands selling to customers in the US, UK and UAE WHAT I TAKE OFF YOUR PLATE - Shopify order support: shipping delays, tracking issues, delivery problems, cancellations - Refunds, returns, replacements and warranty claims - Chargeback and payment dispute support - Email, live chat and phone support - Complaint handling and escalations - Gorgias setup: macros, rules, auto-tagging, chat flows, Help Center articles and FAQs - Support documentation and workflow improvements TOOLS Shopify, Gorgias, Zendesk, Freshdesk, Klaviyo, Disputifier, RingCentral, OpenPhone, Slack, ClickUp, Google Workspace, Microsoft Office. HOW I WORK I investigate shipping and fulfillment problems, coordinate with warehouses and other teams, and know when to resolve an issue myself and when to escalate. I follow SOPs, document every case properly, and write clear, professional replies that give customers accurate answers and real solutions. If you need an experienced e-commerce support specialist who takes ownership of customer issues and keeps your support organized, send me a message and tell me about your store.