Lawrence B.

E-commerce founders bring me in when their Zendesk or Gorgias ticket queues start outrunning their teams. Six years in, I've cleared 2,000+ tickets in a single peak season while holding a 95% CSAT score. A consistent first contact resolution rate under volume pressure, and reduced inbound ticket load within the first 30 days by building escalation flows, QA frameworks, and self-service knowledge bases that operate without constant supervision. I don't just handle support. I build the infrastructure that makes high-volume support manageable, and the documentation that makes it repeatable. 𝗛𝗲𝗿𝗲'𝘀 𝘄𝗵𝗮𝘁 𝘄𝗼𝗿𝗸𝗶𝗻𝗴 𝘄𝗶𝘁𝗵 𝗺𝗲 𝗹𝗼𝗼𝗸𝘀 𝗹𝗶𝗸𝗲👇👇👇 🗂️ Tools I work with daily Zendesk · Freshdesk · Gorgias · HelpScout · Intercom · Front · Shopify · HubSpot · ClickUp · Notion · Linear · Asana · Slack · MS Teams · Google Workspace · Microsoft Excel · Zapier · Claude · ChatGPT · Gemini · Discord · Loom 🛒 E-Commerce & Customer Operations I've managed end-to-end Shopify operations covering order fulfillment, inventory forecasting, chargebacks, and dispute resolution across single-SKU DTC brands and multi-warehouse logistics environments like Portless and Dealersend. I know how back-end decisions ripple into the customer experience before the first complaint reaches the queue, which means I fix problems at the source rather than after they've already landed. 🎧 Customer Support, CX Strategy & CRM Proficient in Zendesk, Freshdesk, Gorgias, HelpScout, Intercom, and Front. I build support systems around SLA management, multi-channel escalation, ticket routing, and quality audits. Whether you're running a lean two-person team or scaling to handle thousands of daily interactions, the system I set up grows with you, not against you. 🤖 AI & Automation I use Claude, ChatGPT, Gemini, and Zapier to automate repetitive workflows, reduce manual ticket handling, and surface insights from your support data. The goal isn't to replace the human touch. It's to protect it by making sure your team spends time on the interactions that actually need a person. 🔧 Technical Support & Documentation With a foundation in HTML, PHP, C#, and IT analysis, I bridge the gap between your support queue and your engineering team. I write SOPs clear enough for a new hire on day one, escalate bugs with enough context that developers don't need follow-up questions, and resolve technical issues before they become patterns in your reviews. 𝗪𝗵𝗼 𝗜 𝘄𝗼𝗿𝗸 𝗯𝗲𝘀𝘁 𝘄𝗶𝘁𝗵 E-commerce founders and operations managers who are past the "figure it out as we go" stage and need someone who can own the support function, not just fill a seat in it. SaaS companies that want a support specialist who understands the product layer, not just the ticket layer. Teams that value clear documentation, honest communication, and a bias toward fixing the root cause instead of patching the symptom. 𝗪𝗵𝗮𝘁 𝘆𝗼𝘂 𝗰𝗮𝗻 𝗲𝘅𝗽𝗲𝗰𝘁 Tickets handled with care and speed. Escalations that come with context, not just a forwarded email. SOPs written clearly enough that you never have to explain the same process twice. A support operation that runs well even when you're not watching it. Most clients see a measurable drop in ticket volume or resolution time within the first 30 days. If you have a specific backlog, a broken workflow, or a support system held together with duct tape, send me a message with the details. I'll respond with a concrete plan, not a pitch deck.