Angelo John A.

E-Commerce Operations Manager - Shopify & Customer Experience

Looking for an E-commerce Manager, Shopify Manager, or Customer Support Manager who can handle the day-to-day work AND manage the team behind it? That's exactly where I can help. I have 10+ years of leadership and operations experience, helping businesses manage e-commerce customer support, Shopify operations, fulfillment issues, chargebacks, refunds, and remote teams. I don't just manage from the sidelines and I get involved, understand the operation, and help fix what's causing the problems. WHAT I CAN HELP YOU WITH: E-commerce & Shopify Operations • Shopify order management and daily operations • Order, shipping, fulfillment, and delivery issues • Refunds, returns, replacements, and cancellations • Supplier and fulfillment coordination • Process improvement and operational workflows Customer Support & Customer Experience • Email and chat customer support • Customer escalations and complex order issues • Gorgias, Zendesk, Richpanel, Re, and Help Scout • Customer support workflows, macros, and SOPs • Quality assurance and customer experience improvement Chargebacks & Payment Disputes • Chargeback and dispute management • PayPal disputes and claims • Stripe and payment-related customer issues • Evidence gathering and dispute prevention Team Management & Operations • Customer service team leadership and coaching • KPIs, SLAs, and performance management • Hiring, onboarding, and training • SOPs and process documentation • Quality assurance and operational reporting I DON'T JUST CLOSE TICKETS. I LOOK FOR THE PROBLEM BEHIND THEM. If customers keep asking the same questions, receiving the wrong orders, experiencing delivery problems, or requesting refunds, simply answering tickets isn't enough. I help identify recurring issues and work with the right people and whether that's your support team, fulfillment partner, supplier, or other departments to improve the process behind them. My approach is simple: Handle the work today. Improve the operation for tomorrow. WHY CLIENTS WORK WITH ME You don't have to hire one person to answer customer emails and another person to manage the operation. I can start by getting hands-on with your business, understanding your customers and daily challenges, taking ownership of the work that needs attention, and helping build the systems, processes, and accountability needed as you grow. Whether you need someone to manage your Shopify store, lead your customer support team, handle e-commerce operations, or bring structure to a growing business, I bring both hands-on experience and leadership to the role. TOOLS & PLATFORMS E-commerce: Shopify, WooCommerce Customer Support: Gorgias, Zendesk, Richpanel, Re, Help Scout Payments & Disputes: PayPal, Stripe, Klarna Operations & Fulfillment: ShipBob, Ecomflow, Picqer Business & CRM: HubSpot, Salesforce, Slack, ClickUp, Google Sheets, AI Tools If you're looking for an E-commerce Operations Manager who understands Shopify, Customer Support, Fulfillment, Chargebacks, and Team Management, let's talk about how I can help take the daily operation off your plate.