Michael Edward V.

Your support team shouldn't need you to constantly step in and fix things. I build the systems that make customer operations run without you. I help ecommerce and DTC businesses build and manage scalable customer operations — from the support team and SOPs to Zendesk, reporting, QA, and workflow automation. I can take ownership of the operational side of your customer experience, including: 🛠 Customer Support Operations Team management & performance QA & coaching Escalation management Workforce management Day-to-day support operations 🎯 Zendesk & CX Systems Zendesk setup & administration Brands, routing & ticket workflows Triggers, automations & views SLA configuration Reporting & analytics Support process optimization 📦 Ecommerce Operations Shopify operations Order, refund & return workflows Fulfillment issues Customer/order escalations Cross-functional coordination 📋 SOPs & Process Improvement SOPs & agent playbooks Escalation procedures Knowledge bases Workflow documentation Identifying and eliminating operational bottlenecks 📊 Performance & Analytics CSAT SLA compliance First response time Resolution time Ticket volume & productivity QA performance Operational reporting I’ve worked directly with leadership and support teams to build systems, manage people, improve processes, and solve operational problems across ecommerce businesses. Whether you need someone to clean up an existing support operation, build your Zendesk from the ground up, manage your team, or take ownership of customer operations, I can step in and run with it. If your customer support operation is growing faster than your systems can handle, let's fix it.