Roxanne A.

⭐️ Reliable support for founders who don’t want to babysit! I help Shopify and DTC brands keep their customer experience and day-to-day operations running smoothly across orders, fulfillment, customer support, social channels, affiliates, and creator operations. With nearly 6 years of customer support experience and 3+ years working with Shopify-based DTC brands, I’ve worked across both the customer-facing and operational sides of e-commerce. ✅ E-commerce & Customer Experience * Shopify administration and order management * Email, chat, and social customer support * Returns, refunds, exchanges, cancellations, and replacements * Subscription management * Shipping and delivery issues * Escalations and complex customer cases * Chargebacks and payment disputes * Customer feedback and recurring issue tracking ✅ Fulfillment & Logistics Operations * Hands-on experience using ShipBob and other third-party fulfillment platforms * Working within fulfillment systems used by China-based and Netherlands-based 3PL providers * Monitoring orders, fulfillment status, inventory, and shipments * Tracking fulfillment and delivery issues * Coordinating replacements, reshipments, and returns * Investigating order and shipping issues across Shopify and fulfillment systems * Supporting day-to-day fulfillment operations ✅ Affiliate & Creator Management * Affiliate recruitment and outbound outreach * Creator research and communication * Affiliate invitations and campaign coordination * Product and sample shipment tracking * Content follow-ups and creator coordination * Affiliate sales and performance monitoring * Creator relationship management * Tracking, documentation, and reporting ✅ Community Management & Social Listening * Managing DMs, comments, and customer conversations * Community engagement and moderation * Social listening and sentiment monitoring * Identifying recurring questions, complaints, and customer trends * Categorizing inbound interest and customer feedback * Escalating issues that require operational or CX attention * Turning customer conversations into actionable insights ⭐️ Tools & Platforms Zohodesk • Salesforce • Shopify • Gorgias • Re:amaze • Zendesk • Freshdesk • Help Scout • ShipBob • Loop/Seal/Phoenix Subscription • Loop Returns • TikTok Shop Seller Center • Modash • Sprout Social • Google Workspace • Slack • Sprout Social • Discord I’m comfortable stepping into established systems, understanding how the workflow operates, and taking ownership of day-to-day execution without needing constant direction. My strength is working across the different pieces of a DTC operation rather than looking at customer support, fulfillment, social, or affiliate work in isolation. I understand how these areas connect and how operational issues ultimately affect the customer experience. I bring structure to busy e-commerce operations, keep moving parts organized, and take ownership of the work that needs to get done.