Matthew S.

I help ecommerce brands take care of their customers and keep the support side of the business running smoothly. That includes answering the tricky emails, following up with warehouses, and figuring out why the same problem keeps landing in the inbox. Hey, I’m Matthew. I have 10+ years of experience across customer support and ecommerce operations. I’ve worked alongside founders to build support operations from scratch, then taken over the day-to-day work and led teams of 3–4 agents. I’m comfortable managing a team, but I’m also happy to roll up my sleeves and work through tickets myself. Here’s where I can help: • Email, live chat, and social support that sounds like a real person • Shopify orders, returns, refunds, replacements, and claims • Shipping issues, backorders, and coordination with suppliers and fulfillment partners • PayPal disputes and Shopify chargebacks, including evidence gathering and customer follow-up • Team coaching, ticket reviews, SOPs, and useful support reports • Helpdesk setup, macros, workflows, and automation I’ve worked with Gorgias and Richpanel, including setting them up, as well as Zendesk, Help Scout, and Intercom. I’ve also connected Gorgias with ChatGPT and Claude to help analyze tickets and spot recurring issues. I like automation when it makes things easier for customers and the team. And I like macros as a starting point, not a reason to send someone three paragraphs that don’t answer their question. My approach is pretty simple: read carefully, follow through, keep people updated, and fix what’s causing the problem whenever possible. If you need someone to handle support, bring some order to the processes, or help build a team, tell me a little about your business and what needs attention.