Jaypee Weng E.

I bring the experience, judgment, and ownership needed to handle customer support from the first message to the final resolution. I help eCommerce, DTC, subscription, and dropshipping brands deliver fast, thoughtful, and solution-focused customer support across email, live chat, SMS, and social media. With 6+ years of customer support experience, I've handled 120+ customer interactions daily while maintaining 95%+ CSAT. My experience covers everything from order management, shipping, refunds, returns, subscriptions, and product questions to complex escalations, technical troubleshooting, and customer retention. I've also worked in a dedicated customer retention role where I achieved an 80% save rate on cancellation requests, giving me a strong understanding of how to solve customer problems while also protecting long-term customer relationships. What I bring to your team ✔ Customer Support & CX: Email, live chat, SMS, and social media support ✔ Social Media Support: Managing customer inquiries and conversations across social channels while maintaining a professional, helpful, and on-brand voice ✔ E-commerce Support: Shopify orders, order tracking, fulfillment, returns, refunds, replacements, and pre-shipping adjustments ✔ Subscription Support: Recharge and Loop subscription management, cancellations, renewals, adjustments, and retention ✔ Escalation Management: De-escalating frustrated customers, identifying root causes, and finding practical solutions ✔ Customer Retention: Handling cancellation requests and turning difficult interactions into opportunities to retain customers ✔ Technical Support: Troubleshooting products, accounts, orders, and customer-facing issues ✔ Ticket Management: Gorgias and Zendesk ticket triage, documentation, follow-ups, and resolution ✔ Chargebacks & Disputes: Supporting chargeback and payment-related cases with accurate documentation and timely resolution ✔ Fulfillment Coordination: Working with fulfillment teams and partners such as ShipBob to resolve shipping and order issues ✔ Process & CX Improvement: Following SOPs, identifying recurring issues, documenting solutions, and helping improve support workflows How I work Good customer support isn't just about replying quickly. It's about taking ownership of the customer's issue from start to finish. If a ticket needs another team, I follow up. If a customer is frustrated, I take the time to understand why. If I don't know the answer, I learn rather than guessing. And when I resolve an issue, I make sure the customer isn't left wondering what happens next. I'm comfortable working independently, managing high ticket volumes, following established processes, and adapting quickly when priorities change. I take pride in being reliable, proactive, detail-oriented, and easy to work with, while making sure customers receive the level of support your brand expects. Tools & Platforms Shopify • Gorgias • Zendesk • Recharge • Loop • ShipBob • Amazon Seller Central • TikTok Shop • Meta Business Suite • Walmart • Zoho • Aircall • Happy Returns • Slack • ClickUp • Notion • Google Workspace • Gmail If you're looking for someone who will take ownership of your customer support, communicate clearly, follow through, and treat your customers and your business with genuine care, let's talk. Send me a message and tell me what you're looking for in your customer support. I'd be happy to discuss how I can become a reliable extension of your team.