Erma L.

I bring 10+ years of experience supporting e-commerce founders and service teams, combining proactive customer support with operational ownership, resulting in long-term Upwork partnerships lasting up to five years. If you're looking for someone who treats your business like it matters, not just another contract, keep reading. What past clients say: "Erma worked with us for over five years, and letting her go was one of the hardest decisions..." "She went above and beyond. No matter what she was asked to do, she excelled." "Outstanding communication, responsive, fast learner, and a great teacher for new workers." 100% Job Success Score. Top Rated Plus. 📩 Customer Support - High-volume email and live chat: Zendesk, Gorgias, Front, Tidio, Commslayer, Gmail - De-escalating difficult customers and turning negative experiences into retained ones - Refunds, replacements, disputes, and complex order issues handled end-to-end - Trustpilot and social review management to protect brand reputation - Consistently high CSAT, through human communication, not scripts 👥 Team Leadership - Head of Support experience: hiring, training, SOPs, and quality benchmarks - Daily oversight of outsourced CS teams — quality, deadlines, escalations - Patterns flagged and fixed at the root before they become expensive problems - Distributed teams kept aligned across time zones without micromanagement ⚙️ Founder Support & Operations I work directly with founders as the operational layer between them and everything else. - Logistics supervision: order anomalies caught and resolved before customers notice - Chargeback and dispute management via Disputifier - Automated order tracking via Track123 - Daily CS accounting, refunds, goodwill gestures, cost tracking - Project management via Asana, Mondaydotcom, dependencies chased, nothing falls through - Weekly ops reports directly to founders - Competitor research and ad performance monitoring - Product setup, landing pages, and Shopify store maintenance - AI visual creation using Gemini and ChatGPT image generation - Bookkeeping and P&L sheet maintenance - Supplier and email marketing agency coordination - Process automation: inefficiencies identified and systems built to eliminate them - Issues, delays, and risks flagged before you have to ask 🌍 Beyond E-commerce I've also supported a Denmark-based international wedding consultation firm, guiding couples through legally complex, document-heavy, emotionally high-stakes onboarding processes. Multi-step coordination, sensitive client communication, diverse cultural backgrounds. If your business requires precision and empathy in equal measure, that experience transfers directly. I show up, I own it, and I don't disappear. If you need a senior, reliable, long-term partner who makes your operation run cleaner, I'm likely your person. Let's connect!