Lucian P.

I’m a senior Customer Experience Operations Consultant with over 12 years of experience in customer service, specializing in eCommerce and SaaS. Currently leading CX strategy and system development for a portfolio of high-performing Shopify apps, I help companies optimize, scale, and automate their support infrastructure using tools like Zendesk, Intercom, Jira, Slack, Shopify, and Google Workspace. What I Do Best: Zendesk / Intercom Architecture & Admin • Custom workflows, triggers, automations, macros, and routing • Multi-brand setup with SLA layers, ticket forms, user roles, and audit logging • End-to-end migration from Zendesk to Intercom or vice versa • Custom apps (sidebar widgets) with API integrations (e.g., Shopify, Mantle, Stripe) eCommerce Support Ops (Shopify Focused) • Implement scalable support processes for Shopify apps & stores • Integrate 3rd-party tools for automation and data visibility • Define escalation paths, build SOPs, and structure Tier 1 / Tier 2 teams • Experience with Shopify Plus, custom themes, checkout flows, and app ecosystems Automation & Data Reporting • API-based reporting via Google Sheets + Apps Script • Slack alerting pipelines for reviews, feature requests, and escalations • QA scoring tools, CSAT tracking, SLA dashboards, and churn/risk tagging Tech Stack: • Zendesk, Intercom, Shopify, Google Apps Script, Trello, Jira, Slack, Postman, Python (light), Stripe, Mantle API, HTML/CSS, Customer.io What You Can Hire Me For: • Zendesk / Intercom setup or audits • Shopify apps or stores, CX strategy, or support tooling • Workflow & SOP design • Data automation between support tools & dashboards • Internal tools for agents (e.g., Intercom/Zendesk sidebars) • Cross-functional CX project support (launch planning, comms, process scaling) If you’re building or scaling an eCommerce CX system and need more than just support, but structure, automation, and clarity, let’s connect.