Anja T.

When customer support starts costing more than it should, in time, money, or team capacity, that's usually when I get called in. I'm a Gorgias Partner and CX operations specialist with 12+ years in customer support and CS leadership. I work with Shopify and DTC brands to build support operations that handle volume without adding headcount, reduce cost-to-serve, and give founders and managers actual visibility into what's happening and why. My work typically starts with a deep operational audit: contact reason analysis, automation performance, workflow logic, team behaviour. It continues into hands-on implementation where it drives the most impact. What I work on: Gorgias (and comparable helpdesk tools) setup, configuration, and full optimization (rules, macros, AI Agent, views, analytics) CS operations audits: workflows, decision logic, escalation, automation gaps Ticket volume and cost-to-serve reduction SOP and documentation teams actually follow KPI and reporting setup (CSAT, FCR, AHT etc.) Macro and policy library builds Refund, dispute, and edge case handling frameworks I've worked with early-stage brands and teams handling 80k+ messages per month, in-house and BPO environments, and operations running across 35+ languages. 100% Job Success. Top Rated. Gorgias Partner. If your support operation is busy but not effective, message me.