Kamran S.

I'm a Customer Support Manager with 5 years of experience in eCommerce support. I've managed support operations for a UK and EU fitness equipment brand selling on Shopify and Amazon, and I've also supported clothing and luxury lighting brands. I grew from support agent to manager, so I understand the work from both sides. I'm available to take on new clients or jobs and can help you build, run or improve your customer support. What I can do for your brand: • Build and manage your support team, training, QA and and reporting. • Set up and improve your helpdesk (Gorgias, Zendesk, eDesk) with routing rules, macros, tags and automation • Handle returns, refunds, replacements and compensation policies that protect your margins • Track and improve KPIs like first response time, resolution time and CSAT • Prepare your support team for peak seasons like Black Friday and Christmas • Write SOPs and knowledge bases so your team stays consistent Experience highlights: • Led a full helpdesk migration from eDesk to Gorgias, including automation rules, business-hours auto-replies and a Trustpilot integration • Managed support across Shopify UK, Shopify EU and Amazon marketplaces • Supported eCommerce brands across fitness equipment, clothing and luxury lighting, plus a SaaS platform • Reduced first response time from 30 hours to under 10 hours • Automated 70% of order status queries using AI Tools I work with: Gorgias, Zendesk, eDesk, HubSpot, LiveChat, Zoho, Shopify, WooCommerce, Amazon Seller Central, Slack, ClickUp, Monday, Trello, Google Workspace Looking for a Customer Support Manager for your brand? Send me a message and let's talk about what your support team needs.