Patricia K.

I have spent over 10 years in customer service, and the last few years specifically in e-commerce, leading remote support teams for direct-to-consumer brands. In my current role as a Customer Service Lead, I manage a team of agents, run QA audits, handle escalations, develop SOPs, and report performance trends directly to leadership. I do not just answer tickets. I look at what is causing them, fix the gaps, and make sure the team is equipped to handle things correctly the first time. What I bring to a brand: Team leadership and agent coaching based on real ticket reviews, not generic feedback. CRM and helpdesk management across Gorgias, Zendesk, Emplifi, and Shopify. End-to-end escalation handling for orders, subscriptions, refunds, and shipping. SOP creation and training material development. KPI tracking and performance reporting to management. Customer communication across live chat, email, and social media. I work well with lean, fast-moving e-commerce teams where ownership matters and people are expected to think ahead. I am reliable, organized, and I communicate clearly without needing constant direction. Available Monday through Friday. Open to long-term contracts.