Hussain A.

I'm Hussain, with 4.5+ years supporting US customers. Most recently I was SME and Team Lead for a US Shopify supplement brand, where I led a team of 19 agents, approved 100+ refunds a week, and handled subscription retention, VIP customers and fraud cases. Because I work in the backend as well as the inbox, I can usually find the answer myself (where the order is, why a variant is out of stock, why a subscription renewed early) instead of escalating it and making the customer wait. 📞 Customer Support & Retention Email, live chat and phone. Order issues, returns and refunds, cancellations, failed payments, reshipments, disputes and chargebacks. Subscription retention in Loop and Recharge: retention offers, skips and order changes that keep subscribers active. Calm with upset customers; my job is to fix the problem, not defend it. 🛒 Shopify & E-commerce Operations Bulk CSV imports, product listings, variants and SKUs, collections and navigation, duplicate cleanup, inventory, pricing and discount codes. Recent work for a US sportswear store: 900+ titles and descriptions and 10,000+ prices updated, 167 shifted SKUs corrected, and a 50%-off flash sale built end to end with 107 sale listings. That client keeps coming back. 📦 Shipping Claims & Refunds 200+ UPS and FedEx lost-package claims and Veeqo label refunds filed for Shopify sellers, with the majority recovered. 👥 Team Leadership & Reporting Led 19 support agents, trained new hires and coached on SOPs and QA. Currently managing a remote marketer team for a Shopify app developer, with a Google Sheets tracker for installs, referral codes and payouts. 🔧 Tools: Shopify | Loop Subscriptions | Recharge | CheckoutChamp | Fulfillment Manager | Veeqo | Richpanel | Gorgias | Zendesk | Freshdesk | Shopify Inbox | HubSpot | Zoho CRM | Google Workspace | Microsoft Excel | Slack | Trello | Meta Ads Manager | Canva Available for full-time US hours (Eastern or Pacific). If something isn't clear I ask rather than guess, and if I make a mistake I tell you before you find it. Happy to start with a small paid task so you can judge the work rather than the profile.