Narcis-Ion L.

For the last five years I've run customer support at Limoni Apps, the company behind Discount Ninja — a promotions and discounting app for Shopify and Shopify Plus. Around 3,000 brands run their promotions on it, Sonos and L'Occitane among them. I have a team of six across three shifts, so there is always someone there. Last figures: 96.5% CSAT, median first response 4 minutes 22 seconds. When something serious breaks, I'm the one who messages the owner directly. Before that I spent four years at Microsoft on Outlook for Mac. Started as a Tier 1 agent, made Team Lead in ten months, ended up running eleven people and writing the bug reporting process the rest of the team used. What the job actually involves, day to day: - Deciding what gets escalated and what doesn't. Most support teams push far too much at engineering. A good part of my job is filtering. - Hiring and training agents. Around 15 over five years. New ones handle real tickets after two weeks. I work in English, French, Romanian and Italian. Useful if your customers are not all in one country. On Upwork: Top Rated Plus, 100% Job Success, roughly 19,000 hours logged. I'm worth talking to if your support is reactive, if nobody can tell you whether it's any good because nothing is measured, or if your engineers are drowning in tickets that should never have reached them. Message me and tell me what's going wrong. I'll tell you honestly whether I'm the right person for it.