Customer Experience Team Lead with 9+ years in e-commerce support, from front-line tickets to running the systems behind a whole CX team. I write the SOPs agents follow, build the macro templates that keep response times fast without sounding canned, and train new hires on handling escalations and low-CSAT tickets. Day-to-day I manage support across email, live chat, and social through Gorgias, handle chargebacks and disputes, and coordinate directly with suppliers and 3PL teams when fulfillment issues come up. I also run the brand's public-facing reputation, growing Trustpilot from 300 to 800+ reviews and moderating a 14,300+ member >Facebook community. Tools I use daily: Shopify, Gorgias, Meta Business Suite, Google Sheets, Slack, ClickUp, Claude, and many more. If you need someone to just close tickets, I can do that clean and fast. If you need someone to build the systems that keep a team running without you having to babysit it, that's where I add the most value.
