Ernida E.

Shopify Customer Support Manager | Gorgias CX Expert

I help Shopify and direct-to-consumer brands build reliable customer support operations, improve response times, reduce ticket backlogs, and deliver customer experiences that strengthen retention. As a Top Rated Customer Support Manager with 100% Job Success, over $400K earned, 37,000+ Upwork hours, and more than 20 years of customer service experience, I can manage both the people and processes behind a high-performing support team. My core services include: • Shopify and e-commerce customer support • Customer Support and Customer Experience management • Gorgias, Zendesk, Freshdesk, Help Scout, and Intercom administration • Remote support team leadership, scheduling, coaching, and quality assurance • Email, live chat, phone, social media, and marketplace support • Ticket triage, backlog reduction, escalation management, and de-escalation • Order tracking, fulfilment, returns, refunds, exchanges, and cancellations • Subscription management, chargebacks, and customer retention • SOPs, macros, help centres, knowledge bases, and training documentation • KPI, CSAT, response-time, productivity, and quality reporting • Workflow optimisation and cross-functional coordination I have supported Shopify, DTC, SaaS, subscription, beauty, fashion, health and wellness, print-on-demand, digital product, and consumer goods businesses. Platforms and tools: Customer Support: Gorgias, Zendesk, Freshdesk, Help Scout, Intercom, HubSpot, Re, Trengo, Zoho Desk Ecommerce and Operations: Shopify, Shopify Plus, Amazon Seller Central, Recharge, Loop Returns, ShipStation, Printful, Rakuten, ShipStation, Kajabi, Klaviyo, Asana, ClickUp, Store Feeder, Printify, Teeinblue, etc. Team and Project Management: Slack, ClickUp, Asana, Trello, and Google Workspace My experience includes supporting brands such as UKLASH, KILLSTAR, Reveel Entertainment, Cabana & Straw, Kansona Design, Liven, Royal Portraits, Wish, Muscle Mat, and other growing international ecommerce companies. What I can bring to your business: ✓ Hands-on support leadership, not just inbox management ✓ Calm and professional handling of sensitive escalations ✓ Clear SOPs and scalable customer support workflows ✓ Strong written communication and customer-first judgment ✓ Proactive reporting, problem-solving, and process improvement ✓ Reliable long-term support for US, UK, Australian, and global teams Whether you need an experienced Shopify Customer Support Manager, Gorgias Expert, Customer Experience Manager, or Ecommerce Support Team Lead, I can help you create a more organised operation while ensuring every customer receives thoughtful and efficient support. Send me an invitation or message to discuss your customer support goals.