Daria H.

Senior Support & Operations Specialist |Shopify, Gorgias, E-commerce

Hi, I’m Daria, a Customer Support & E-commerce Operations Specialist with 4+ years of experience helping product-based companies deliver fast, structured, and high-quality customer experiences. I currently work with a US-based consumer tech brand, where I manage end-to-end customer support and operational workflows across Shopify and Gorgias. My role combines customer communication, order management, and internal process improvement, ensuring both customer satisfaction and operational efficiency. I work across email, social media, and public review platforms, maintaining a consistent brand voice while handling high volumes of requests with accuracy and speed. 💡 What I do best Multi-channel customer support (Gorgias & email systems) I manage customer inquiries across email, social media, and review platforms, ensuring fast response times and clear, structured communication. E-commerce operations (Shopify) I handle the full order lifecycle, including tracking, refunds, replacements, reshipments, delivery issues, and sensitive cases like GDPR requests, ensuring accurate execution and smooth customer experience. Process improvement & workflow optimization I create and maintain SOPs, improve internal workflows, and develop macros and structured response systems that increase team efficiency and consistency. Quality assurance & escalation handling I perform QA for support agents, help resolve complex or sensitive cases, and act as a reliable escalation point for operational and customer-related issues. High-volume support experience I've managed high-volume inbox environments (up to 8K emails/day), using advanced filtering and segmentation to prioritize and process key request types such as unsubscribe requests, abuse reports, and priority support cases ⚙️ Tools I use daily Shopify | Gorgias | Amazon | Social platforms (Instagram, Facebook, Reddit) | Internal SOP systems (Notion) | Automation tools (Magical / workflow tools) 🧠 How I work I combine structured thinking with a customer-first mindset. I focus on: Fast, accurate execution Clear and human communication Reducing repetitive work through process improvements (automation where possible) Keeping both customers and internal teams aligned I’m proactive in identifying inefficiencies and improving workflows, not just completing tasks, but making systems better. 🤝 What I’m looking for I’m currently open to part-time or long-term roles in: Shopify Customer Support / VA roles E-commerce Operations Customer Experience (CX) roles Support Lead / Specialist positions I work best with teams that value structure, clarity, and continuous improvement in customer experience.