Praisel E.

I help E-commerce and SaaS brands keep their customers happy through reliable, professional email, live chat, and social media support. With over 2 years of customer support experience, I understand how much a clear answer, a timely update, and a thoughtful response can mean to a customer. Whether someone needs help tracking an order, understanding a product, or resolving a frustrating issue, I make sure they feel heard and know what happens next. I have supported customers across beauty, skincare, health and wellness, fashion, and supplements. I adapt to your brand voice, learn your products and policies, and provide accurate support that builds customer trust. HOW I CAN HELP • Email support: Manage customer inquiries, respond clearly, follow up on pending requests, and keep your inbox organized. • Live chat support: Answer questions, guide customers through concerns, and provide friendly assistance during assigned support hours. • Social media support: Respond to DMs and comments, address customer concerns, and move sensitive conversations to the appropriate private channel. • Shopify order support: Check order details, track shipments, assist with eligible order changes and cancellations, and keep customers informed. • Returns, refunds, and exchanges: Explain your policies, guide customers through the process, and handle requests within your guidelines. • Shipping and delivery issues: Assist with delayed shipments, missing packages, incorrect items, and damaged orders while coordinating next steps with the appropriate team. • Product and pre-purchase questions: Help customers understand product details, availability, and store policies so they can make informed purchasing decisions. • SaaS customer inquiries: Assist with account questions, subscription changes, billing concerns, and basic troubleshooting using your documentation and support procedures. • Complaints and escalations: Respond calmly, clarify the issue, document relevant details, and escalate cases that require further assistance. • Ticket management and follow-ups: Categorize requests, maintain clear notes, and follow up on unresolved cases so customers are not left wondering. TOOLS I WORK WITH Gorgias, Zendesk, Freshdesk, Help Scout, Intercom, Shopify, WooCommerce, and Google Workspace. WHAT YOU CAN EXPECT Clear written communication, attention to detail, and a patient approach even when conversations are difficult. I follow your policies, respect customer information, and avoid making promises your business cannot deliver. I also keep internal notes useful and flag recurring customer concerns so your team has the context it needs. My focus is on helping customers get accurate answers and seeing their requests through to the appropriate resolution. Whether you need ongoing customer support, help managing a busy inbox, or additional coverage during peak periods, I’m ready to become a dependable part of your team. I provide written customer support through email, live chat, and social media only. I do not offer phone or voice support. 📩 Send me a message to discuss your customer support needs, preferred tools, and coverage hours.