Carl Michael L.

I help Shopify brands handle customer emails, live chat, and order issues using Gorgias, Re:amaze, Help Scout, and Zendesk. My background in Shopify app support also helps me investigate technical problems and explain solutions clearly. I bring 9+ years of customer support experience and have earned $100K+ on Upwork. My work covers ecommerce brands and Shopify apps, from everyday customer questions to merchant onboarding, troubleshooting, and support documentation. HOW I CAN HELP Customer service and email/chat support • Answer product questions and assist customers before and after purchase. • Manage ticket queues, prioritize urgent issues, and follow up on unresolved cases. • Handle complaints with patience and responses that match your brand’s voice. • Keep clear conversation notes so your team has the context it needs. Shopify order management and after-sales support • Review and update orders, customer details, and fulfillment information. • Process returns, refunds, exchanges, cancellations, and replacements according to your policies. • Track delayed or missing shipments and coordinate with fulfillment partners. • Help prepare chargeback and dispute responses using order records and customer communications. Shopify app and technical support • Guide merchants through app setup, onboarding, and feature questions. • Investigate product options, file uploads, theme, and cart issues. • Reproduce bugs and give developers clear steps and supporting details. • Use my knowledge of Liquid, HTML, CSS, and JavaScript to investigate issues and communicate with developers. Support processes and documentation • Create and maintain macros, response templates, FAQs, and SOPs. • Improve merchant-facing and internal support documentation. • Identify recurring concerns and flag opportunities to improve the customer experience. • Work toward your response-time, resolution, and customer satisfaction targets. I’m based in the Philippines and open to a long-term customer support role. You can count on clear communication, careful handling of customer information, and ownership of unresolved concerns. Send me a message with your support tools, main challenges, and coverage needs.