Khaled K.

Top Rated Plus Customer Support expert as specialist , team lead and manager with 10+ years of experience delivering high-quality multi-channel support and team leadership across e-commerce and digital platforms. I specialized in travel , SaaS , business , platforms , e-commerce and Shopify customer support and English ↔ Arabic localization, helping businesses improve response times, customer satisfaction, and retention. Throughout my career, I have worked as: • Tier I & II Support Agent • Team Lead (on Upwork projects) • Customer Service Manager (outside Upwork) 🌐 Customer Support & CX Expertise I have worked in roles from Tier I & II Support Agent to Team Lead and Customer Support Manager, across E-commerce, Travel, Mobility, and Logistics industries. Key Services Include: Multi-channel Support: Email, Live Chat, Phone, Social Media Ticket Management & SLA-driven support Order Processing, Refunds, Chargebacks, Escalation Handling Technical Troubleshooting & Customer Retention Team Supervision, QA, Coaching, Training KPI Tracking: CSAT, FRT, AHT, SLA Compliance Workflow Creation & Process Optimization CRM Setup, Automation & Optimization (Zendesk, Freshdesk, Intercom, Salesforce) 🌍 English ↔ Arabic Translation & Localization I provide high-quality translation and localization services for websites, apps, and customer-facing platforms, ensuring accuracy, cultural relevance, and clear communication. Services Include: English ↔ Arabic Translation Website & App Localization UX / Customer-Facing Text Adaptation Proofreading & Quality Assurance ⭐ Why Work With Me Top Rated Plus on Upwork with 10,000+ hours Fluent in English & Arabic (written & verbal) Experienced in customer support, management, and translation/localization Reliable, analytical, and results-driven Fast turnaround with clear, professional communication 💡 What Sets Me Apart Proven track record in team leadership and managing complex support operations Skilled in workflow optimization, KPI compliance, and customer satisfaction improvement Ability to maintain brand voice and quality across languages Experienced in multi-industry support: E-commerce, Travel, Mobility, Logistics