Tereza S.

Customer service is where your brand's reputation is actually decided — every reply either builds trust or quietly chips away at it. That's the lens I bring to every DTC brand I work with. I'm a customer service specialist with 7+ years of experience supporting DTC and ecommerce brands — from early-stage Shopify stores to established 9-figure operations. I've handled thousands of customer conversations across email, live chat, and social media, and I understand something a lot of support reps miss: the goal isn't just closing the ticket, it's protecting the customer relationship and the brand behind it. Where I add the most value: ⭐ Fast, accurate resolution — orders, shipping, refunds, returns, exchanges, and subscription issues handled clearly and empathetically, without unnecessary back-and-forth ⭐ De-escalation — I'm calm with frustrated or difficult customers, and I know how to turn a complaint into a resolved, even loyal, customer ⭐ Dispute & chargeback handling — experienced with PayPal, Stripe, and Shopify Payments disputes, building evidence-based responses that protect win rates ⭐ Multi-platform fluency — Gorgias, Zendesk, Freshdesk, ReAmaze, and comfortable picking up new tools quickly ⭐ Multilingual support — I work across English, Portuguese, Dutch, and French, which is useful if you serve international customers What sets me apart: Most CS reps answer what's in front of them. I pay attention to the pattern — if the same complaint keeps showing up, that's not a customer problem, that's a process problem, and I flag it. I've written SOPs and reply frameworks that other team members have used to stay consistent, and I'm comfortable using AI tools to speed up drafting and analysis, while always reviewing personally before anything reaches a customer. I take pride in being someone a brand can hand their customer relationships to and trust completely — not just for today's tickets, but for the long run. If you're looking for a CS specialist who treats your customers the way you would yourself, I'd love to talk.