Carlos R.

Great customer support isn't measured by how many tickets you close; it's measured by how customers feel when the conversation ends. I help ecommerce and technology companies deliver reliable, efficient, and genuinely human customer support without sacrificing quality as they grow. Over the past 15+ years, I've worked across customer support, technical support, and operations, supporting customers through email, chat, and phone while also leading teams, improving workflows, and handling complex escalations. Whether I'm managing a Zendesk inbox, troubleshooting technical issues, processing orders and refunds, or coaching support teams, my focus is always the same: solve problems efficiently and leave customers with a positive experience. Here's what I can help with: ✔ Zendesk, Salesforce, Shopify, and CRM management ✔ Email and chat support ✔ Technical troubleshooting ✔ Order management, refunds, replacements, and returns ✔ Escalation handling and customer retention ✔ QA and ticket quality reviews ✔ Process improvement and SOP documentation ✔ Team leadership and support operations Clients value me because I don't need constant supervision. I take ownership of my work, communicate proactively, and make thoughtful decisions while following established processes. I understand that every customer interaction reflects your brand, and I treat it that way. If you're looking for someone who can step into your support operation, quickly learn your business, and become a reliable extension of your team, I'd be happy to chat.