Aurela N.

Customer Experience & Support Operations Specialist with 10+ years of experience across e-commerce, technical support, and operational support systems. I help brands improve customer support performance and the workflows behind it through SOP creation, process documentation, macro refinement, help content improvement, and AI-assisted support optimization. I have worked across Shopify, Amazon, PayPal, Klarna, Gorgias, and Intercom, supporting customer-facing operations while also improving internal structure and support efficiency. This includes handling customer inquiries, order issues, refunds, disputes, escalations, and day-to-day support, while also strengthening workflows, internal documentation, automated replies, and team consistency. I can help with: • Customer support via email and chat using Gorgias, Intercom, Zendesk, and Freshdesk • Shopify and Amazon order support, refunds, tracking, returns, and fulfillment coordination • Dispute handling for PayPal, Stripe, Klarna, Shopify, and Amazon • SOP creation, internal documentation, templates, and process guides • Help center and FAQ content improvement • Macro refinement and support workflow improvement • AI-assisted support optimization, including automated reply review and chatbot support workflows • Support operations improvement across tools, queues, and internal processes My focus is always the same: clearer support, stronger workflows, better team efficiency, and a better customer experience. If you need someone who can handle support while also improving the way your support operation runs, I’d be a strong fit.