Aarif N.Private profile: Upwork shows its earnings only to signed-in members, so we check it every few weeks, not daily. MRR here is a rough estimate (Upwork's six-month earnings ÷ months active). Last read Nov 5, 2026.

Hi, I'm Neza! I'm a Top Rated Customer Support Manager with over 15 years of experience in customer service, technical support, and team management across SaaS, e-commerce, and other industries. I've worked with startups, growing businesses, and established companies, helping them manage customer relationships, resolve complex issues, and build efficient support operations. My experience goes beyond answering tickets. I've managed support teams, handled technical escalations, trained agents, improved workflows, and worked closely with engineering and operations teams to resolve customer issues. Here's what I can help you with: - Customer Support Management: Managing daily operations, supervising agents, monitoring performance, and maintaining service quality. - Technical & SaaS Support: Troubleshooting complex issues, investigating bugs, coordinating with developers, and managing escalations. - E-commerce Operations: Managing Shopify orders, refunds, returns, subscriptions, chargebacks, shipping issues, and fulfillment coordination. - Process Improvement: Creating SOPs, macros, knowledge bases, and workflows to make support teams more efficient. - Team Leadership: Training agents, reviewing conversations, providing feedback, and improving customer experience. - Multichannel Support: Email, live chat, phone, WhatsApp, and social media. Tools I work with: Shopify | Gorgias | Zendesk | Freshdesk | HubSpot | Richpanel | Slack | Notion | Meta Business Suite I'm a native French speaker and work professionally in English. I'm comfortable communicating directly with customers, collaborating with international teams, and managing support operations independently. A few things about my experience: - 15+ years in customer service and operations. - Experience managing teams of 8 to 20+ agents. - Hands-on experience handling 40–90 customer tickets per day. - Nearly 4 years in SaaS support, progressing into a technical escalation leadership role. - Top Rated on Upwork, with a 100% Job Success Score and $100K+ earned. I'm looking for long-term collaborations where I can bring my experience, take ownership of customer support operations, and help businesses build reliable, well-organized support teams. Whether you need someone to manage your support department or an experienced professional who can handle complex customer issues independently, I'd be happy to discuss how I can help.