Santiago P.

👋 Welcome to My Profile! I help e-commerce and online brands take care of their customers across email, live chat, Shopify, and social media. With 8+ years of experience in customer support, e-commerce, sales, and online community management, I’ve worked with teams and brands including Bellroy, Amazon, Expensify, Gymshark, Hollister & Abercrombie & Fitch, and others. My main focus is making customer support feel easy for both the customer and the business. I can step into an existing support operation, learn your products and policies quickly, and handle day-to-day conversations professionally while keeping your brand voice consistent. I can help with: • Email and live chat customer support • Shopify order management • Refunds, replacements, returns and exchanges • Order tracking and delivery issues • Product and pre-purchase questions • Gorgias, Zendesk, Freshdesk and other help desks • Social media customer service and moderation • Instagram, Facebook, TikTok, YouTube and community engagement • Escalations and difficult customer situations • English and Spanish customer support I’m comfortable working with both growing businesses and established brands, and I understand that great support is more than answering tickets quickly. Customers should feel listened to, receive a clear solution, and walk away with a better impression of the brand. I also bring several years of social media and community experience, including managing and moderating communities across Discord, YouTube, Twitter/X, TikTok and other platforms. Tools I’ve worked with include: Shopify, Gorgias, Zendesk, Kustomer, Freshdesk, Salesforce, Groove, Google Workspace, Microsoft Office, Khoros, WooCommerce, Facebook, Instagram, TikTok, YouTube and more. Languages Spanish: Native English: Fluent If you need someone who can confidently represent your brand across customer support, Shopify, chat, email or social media, I’d be happy to help.