Mary Grace E.

I help Shopify brands run customer support that's fast, organized and on-brand, starting with a Gorgias helpdesk that actually works for the team. I currently manage customer experience for a growing DTC wellness brand selling on Shopify and Amazon. I handle the support inbox, the helpdesk setup and the reporting that shows leadership how CX is performing. Before that, I spent years supporting e-commerce founders with Shopify operations, data and research. In total that's 22,000+ hours and 74 jobs on Upwork. 🔹 Gorgias Setup & Optimization: Macros in your brand voice, auto-tagging and routing rules, views, SLAs, help center articles, and AI Agent setup and tuning 🔹 Customer Support Management: Ticket handling across email, chat and social; returns, refunds and order issues; escalations; Amazon customer messaging 🔹 CX Reporting & KPIs: Weekly reports on first response time, resolution time, CSAT, ticket volume and contact reasons, with clear recommendations 🔹 Creative Briefs for Ads: UGC creator scripts, ad briefs and designer asset specs based on real customer feedback and common objections 🔹 Shopify Operations: Product uploads, order processing, inventory, store updates 🔹 Data & Research: Spreadsheets, CRM cleanup, competitor and market research Results I've delivered: ✅ Handled 78% of all support tickets for a growing DTC brand: 2,690 tickets closed in 4.5 months ✅ Cut first response time by 34% (from 15 hrs to 10 hrs) by restructuring the helpdesk workflow ✅ Kept a 4.7/5 CSAT, and raised the account's monthly CSAT from 4.5 to 4.8 💡 Tools: Gorgias, Shopify, Amazon Seller Central, Google Workspace, Excel/Sheets, Slack, ClickUp, Canva, QuickBooks Online, LinkedIn Sales Navigator, Instantly, Smartlead If your support inbox is messy, slow or depends on one person to keep it running, send me a message. I'll take a look at your setup and tell you what I'd fix first.