William G.

I cut a DTC brand’s first response time from 26 hours to 30 minutes and raised CSAT from 3.1 to 4.6 in two months, without hiring a bigger team. I help Shopify and e-commerce brands fix slow support, messy fulfillment and missing processes, in English, German and Dutch. I’ve spent 15+ years in customer service and operations, from VIP Customer Care at Citibank to leading CS teams at British American Tobacco and Donkey Republic. I don’t just hand over a plan. I build it, set it up and make sure it works. What I can do for you: ✅ Audit your helpdesk and tell you exactly what’s slowing your team down ✅ Write macros, canned responses and SOPs, also in German and Dutch ✅ Fix refund, return, chargeback and “where is my order?” workflows ✅ Paypal Dispute Handling. How to avoid disputes and how to proper handle disputes. ✅ Find bottlenecks between support, your 3PL and carriers (DHL, DPD, GLS) ✅ Set up smart automation that cuts ticket volume while real people stay in control ✅ Cover German-language tickets during peaks, holidays or sick leave ✅ Recruit, onboard and coach support agents Tools I work with: Shopify, Re:amaze, Zendesk, Freshdesk, ParcelPanel, Klaviyo, PayPal, Stripe, Adyen Languages: Dutch (native), English and German (fluent). I specialize in DACH and Benelux customers. Time zones: I’m based in Asia and cover both EU and Asian business hours, so your customers get answers while your team sleeps. Good fit if you are: a Shopify or DTC brand, a subscription business, or a growing store whose support can’t keep up. Small fixed-scope project or ongoing help, send me a message and tell me where it hurts. I’ll tell you honestly whether I can fix it.