Fretzel D.Private profile: Upwork shows its earnings only to signed-in members, so we check it every few weeks, not daily. MRR here is a rough estimate (Upwork's six-month earnings ÷ months active). Last read Nov 5, 2026.

Hello, I am Fretzel, a Customer Support Specialist with 6+ years of experience using Zendesk to manage high-volume customer communication for U.S. and EU-based businesses. In my most recent role, I supported Netherlands-based businesses, where I handled Zendesk tickets and customer emails via Outlook and Gmail, responded to customer feedback and low-star reviews, and followed structured internal processes to ensure timely and brand-aligned responses. I coordinated with suppliers and internal teams to resolve issues efficiently and escalated recurring concerns with clear documentation. What I Do: Customer Support • Handle refunds, returns, exchanges, and order tracking • Resolve account issues, delivery concerns, and product inquiries • Manage escalations and follow-ups with full ticket ownership Supplier & Team Coordination • Communicate with suppliers and internal teams via Slack • Follow up on delayed, missing, or incorrect orders • Keep support and operations aligned Customer Experience • Maintain 90%+ CSAT • Follow brand tone and support guidelines • Reduce repeat contacts through clear, accurate responses Shopify Support • Create and update Shopify product listings • Ensure accurate pricing, descriptions, and availability • Support product-related customer inquiries Tools Zendesk | Shopify | Magento | Slack | Outlook | Google Workspace | PlayVox | Stella Connect Why Work With Me • Customer-first and solution-focused • Reliable, organized, and detail-oriented • Flexible with time zones and weekend coverage If you are looking for a dependable customer support specialist who can manage tickets and support your ecommerce operations, feel free to send me a message.