Raciemel D.

Customer Support Specialist | AI Prompt Engineering & Automation

Reliable, autonomous support operations for fast-paced SaaS and e-commerce teams. With over 14 years of remote experience, 26,000+ logged hours, and a consistent 100% Job Success Score, I help growing businesses manage complex support queues, resolve technical escalations, and streamline repetitive workflows using modern automation and AI. Instead of relying solely on manual macros, I combine deep troubleshooting experience with practical tools—leveraging prompt engineering to draft accurate, high-context replies and Make (Integromat) to connect internal workflows between your helpdesk, spreadsheets, and CRM. Core Capabilities Technical Support & Root-Cause Diagnosis: Investigating backend edge cases, billing disputes, and software bugs, cleanly documenting issues for engineering and product teams. High-Stakes Escalation Handling: Managing sensitive VIP, enterprise, and churn-risk customer interactions with clear judgment and empathy. AI & Workflow Optimization: Designing structured LLM prompts for customer-facing drafts and building basic Make (Integromat) automation scenarios to reduce manual data handling. Team Leadership & QA: Supervising coverage shifts, auditing ticket quality, and updating internal SOPs to keep response times low and CSAT high. Tools & Platforms Helpdesks: Zendesk, Gorgias, Freshdesk, Intercom E-Commerce & Billing: Shopify, WooCommerce, Stripe, PayPal Automation & AI: Make (Integromat), LLM Prompt Engineering, Google Workspace Project Management & Ops: Slack, Notion, Jira, ClickUp How We Can Work Together Dedicated Shift Ownership: Autonomous coverage for critical time zones or complex tier-2 queues without requiring micromanagement. Queue Triage & Backlog Clearance: Stepping in during high-volume spikes to stabilize response times and maintain quality benchmarks. Process Modernization: Assisting in refining standard operating procedures, tagging taxonomies, and basic automated routing. If you need an experienced operator who can manage your queue and help optimize your daily workflow, feel free to send an invitation with your project details.