Raymond Andrew G.

Seasoned Customer/ Tech Support Lead/ Manager | Emails, Chats, Calls

Still looking for your all-around customer support team lead/manager? Hi there! I'm Raymond. I help e-commerce businesses build support systems that scale, reduce ticket volume, and turn frustrated customers into loyal ones. Over the past 6 years I have grown from a frontline customer support specialist into a Technical Support Team Lead, managing and training remote teams, building operational infrastructure from the ground up, and using data to drive decisions that actually move the needle. What I bring to the table: ✔ Zendesk Expert - advanced configuration including custom fields, SLA policies, triggers, automations, macros, Views, Zendesk AI, and API integrations. I do not just use Zendesk, I build it to work exactly the way your business needs it to. ✔ KPI Analysis and Forecasting - I analyze ticket trends, identify root causes, and build forecasting models so you know what is coming before it hits. I turn raw data into actionable insights your leadership team can actually use. ✔ AI and Chatbot Management - hands on experience managing Tidio live chat and training Lyro AI chatbots to reduce ticket volume and handle repetitive inquiries without human intervention. ✔ Team Leadership and Training - I hire, onboard, and develop support agents. I build SOPs in Notion, run training sessions, and create the systems that keep teams performing consistently even during high volume surges. ✔ E-commerce Operations - Shopify order management, ParcelPanel tracking configuration, supply chain and 3PL communication, and cross-functional coordination between support, warehouse, and logistics teams. ✔ Workflow and Documentation - Notion SOPs, Slack team communications, and structured knowledge bases that make sure every agent has the answer before the customer finishes asking. ✔ Claude AI - experienced in leveraging Claude for data analysis, ticket categorization, response drafting, and building internal support tools that save hours every week. Why clients keep coming back: I do not just manage tickets. I look at why the tickets exist in the first place and fix that. Whether it is a misleading product description driving cancellations, a broken automation routing noise into your queue, or an undertrained agent sending inconsistent responses, I find the gap and close it. I treat your support operation like it is mine, because your customer experience is your reputation, and I take that seriously. Available for invites, interviews, and test tasks. 👉 Hit that green Contact or Invite to Job button and let us build a support operation your customers will actually rave about.