Lyza J.

Top Rated Plus ecommerce support specialist with $100K+ earned and 10,000+ Upwork hours. I help Shopify brands run customer support that scales: I set up and train your helpdesk AI to handle routine tickets, and I personally handle the refunds, chargebacks, escalations, and difficult customers that need a human. I bring 7+ years of customer service experience, 6+ years in ecommerce support and operations, a 97% Job Success Score, and consistent five-star client feedback. I'm Gorgias certified and have led a support team. Here's what I can confidently own: • Helpdesk AI setup and training: Gorgias AI Agent, AI-suggested replies and macros, Zendesk and Intercom AI features, including knowledge, guidance, and handoff rules • Escalations, chargebacks, delivery disputes, and difficult customer situations • Support operations: macros, tags, rules, SOPs, quality checks, and support reporting • Shopify order changes, cancellations, refunds, returns, exchanges, and replacements • Shipping investigations, 3PL and warehouse coordination, and shipping claims • Subscription and payment issues involving Stripe, PayPal, and Klarna • Email, live chat, and phone support across Gorgias, Zendesk, Freshdesk, Re:amaze, Help Scout, and Intercom • Product uploads, CSV updates, discounts, shipping labels, and inventory administration I've supported fashion, beauty, wellness, supplement, electronics, toys, and dropshipping brands. I fix the immediate customer issue and look for the root cause behind recurring tickets, so your support costs go down over time, not up. Clients can expect clear ownership, careful documentation, proactive escalation, and dependable communication. I can work US or UK hours, including evenings and weekends when needed. If your team is drowning in tickets or rolling out AI support, send me an invitation and tell me what's slowing you down.