Bryan Roy R.

E-commerce Customer Support Specialist | Gorgias Certified Agent & Admin Need a reliable customer support specialist who can own your e-commerce inbox, resolve customer issues, and keep your Shopify operations running smoothly? I help e-commerce brands deliver excellent customer experiences through organized, proactive, and retention-focused support. With 8+ years of customer support experience and 6+ years supporting US-based Shopify, Amazon, and subscription-based brands, I understand how to balance customer satisfaction with the operational needs of a growing business. I'm a Gorgias Certified Agent and Gorgias Certified Admin, with hands-on experience managing high-volume customer support, improving workflows, handling escalations, and coordinating order-related issues. WHAT I CAN DO FOR YOUR BUSINESS 1. Gorgias Customer Support •Manage high-volume email and chat queues •Resolve order, shipping, refund, and product inquiries •Organize tickets using tags, views, macros, and workflows •Maintain accurate customer records and follow-up tracking •Monitor response times, SLAs, and customer satisfaction •Handle escalations and coordinate with internal teams •Identify recurring issues and recommend process improvements 2. Shopify & E-commerce Support •Investigate orders, fulfillment issues, and delivery delays •Process refunds, returns, exchanges, and replacements •Manage customer accounts, order edits, and cancellations •Assist with product, pricing, and inventory updates •Coordinate with fulfillment teams and shipping providers •Support promotional campaigns and post-purchase inquiries 3. Subscription & Customer Retention •Manage subscription changes and billing-related inquiries •Handle cancellation requests using empathetic, retention-focused support •Explain subscription policies and available alternatives •Resolve recurring payment and order concerns •Help reduce repeat contacts through clear communication and proactive follow-up 4. Amazon Seller Central & Marketplace Support •Handle buyer messages and order inquiries •Investigate delayed, lost, or incorrectly delivered packages •Coordinate refunds, replacements, and return requests •Respond to product questions and customer concerns •Support marketplace operations and issue tracking 5. Helpdesk Optimization & Process Improvement •Create and refine customer service macros and response templates •Document SOPs and repeatable support workflows •Review recurring ticket trends and escalation patterns •Improve ticket organization and internal handoffs •Help teams maintain consistent, accurate customer communication RESULTS YOU CAN EXPECT •60–100+ customer inquiries handled daily in high-volume e-commerce environments •95%+ CSAT while maintaining customer satisfaction standards •Experience maintaining response times under one hour in a previous role •Accurate handling of refunds, returns, subscriptions, and order issues •Consistent documentation, timely follow-ups, and dependable ownership These figures reflect my experience in previous roles; actual results depend on your ticket volume, policies, and workflows. TOOLS & PLATFORMS Gorgias | Shopify | Shopify Plus | Amazon Seller Central | Zendesk | HelpScout | Recharge | ShipStation | ShipBob | Klaviyo | NetSuite | Airtable | Notion | Slack | Jira | Google Workspace WHY WORK WITH ME? I don't just reply to tickets. I investigate the issue, take ownership of the next steps, communicate clearly, and look for ways to prevent the same problem from recurring. I'm comfortable working independently, following established SOPs, adapting to new systems, and collaborating with remote teams. My mix of customer support and e-commerce operations experience helps me resolve customer issues while understanding what happens behind the scenes. If you're looking for a Gorgias-certified specialist who can manage your support inbox, protect customer relationships, and help your e-commerce operations run more efficiently, let's talk. Send me a message with your store platform, helpdesk, and current support challenges. I'll be happy to discuss how I can help.