Aida T.

I help Shopify e-commerce brands deliver fast, thoughtful email support that keeps customers happy and protects revenue. With 5+ years of customer support experience, I've managed high-volume inboxes for DTC brands in the health, wellness, and supplement industries, handling everything from order updates and shipping inquiries to subscription management, refunds, retention, and escalations. I've worked with platforms including Shopify, Richpanel, Gorgias, Help Scout, Zendesk, Tidio, CheckoutChamp, Loop Subscriptions, ShipHero, Shipfusion, USPS, DHL, and FedEx. I'm comfortable managing 80–100+ customer conversations per day while maintaining SLA targets, a warm brand voice, and high CSAT. My experience includes: • Email-chat and Social Media customer support • Shopify order management • Subscription management • Refunds and cancellations • Retention strategies • Shipping and tracking • Escalation handling • Chargeback and payment issue coordination • SOP documentation • QA and ticket reviews. I'm looking for long-term partnerships with growing e-commerce brands where I can become a trusted member of the support team and grow into senior or lead customer support responsibilities.