I am a results-driven Customer Support Team Lead with extensive experience leading Social Media Customer Support teams and managing high-volume customer support operations across Amazon, TikTok Shop, Facebook, Instagram, email, live chat, and e-commerce platforms. I specialize in leading remote teams, optimizing workflows, improving KPIs, coaching agents, and ensuring exceptional customer experiences while maintaining operational excellence.
In my recent role, I led the Social Media Customer Support team, overseeing daily operations, workload distribution, SLA compliance, KPI monitoring, quality assurance, escalations, and agent development. I work closely with leadership to improve operational processes, create SOPs, analyze performance metrics, conduct coaching sessions, and implement workflow improvements that help the team consistently meet business goals.
Key achievements include:
* Led a high-performing Social Media Customer Support team in a fast-paced e-commerce environment.
* Managed thousands of customer inquiries across Amazon, TikTok Shop, Facebook, Instagram, email, and live chat while maintaining SLA and quality standards.
* Consistently met productivity, QA, and operational KPIs while coaching agents to improve performance.
* Developed SOPs, macros, workflows, and process documentation to improve efficiency and consistency.
* Managed daily reports, queue health, productivity analysis, WBRs, and operational planning.
* Handled complex customer escalations while balancing customer satisfaction with company policies.
My expertise includes:
* Team Leadership & Coaching
* Social Media Team Management
* Customer Support Operations
* Amazon Customer Support
* Amazon Seller Central
* TikTok Shop Customer Support
* Social Media Moderation (Facebook, Instagram, TikTok & YouTube)
* Community Management
* Refund, Return & Replacement Processing
* Order Management & Resolution
* Chargeback Prevention
* Product Information & Customer Education
* Escalation Management
* KPI & Performance Analysis
* Quality Assurance & Ticket Audits
* SLA Management
* Workflow & SOP Development
* Process Improvement
* Email, Live Chat & Social Media Support
I have extensive experience assisting Amazon and TikTok customers by responding to inquiries, resolving order issues, processing refunds, returns, replacements, cancellations, shipping concerns, damaged or missing orders, product questions, subscription concerns, and delivery issues. I focus on providing timely, accurate, and empathetic customer service while protecting company policies and minimizing unnecessary refunds or chargebacks.
I'm highly adaptable, quick to learn new industries and tools, and comfortable taking ownership in fast-paced remote environments. Whether leading a team, improving operational processes, or delivering exceptional customer support, I bring a proactive, solutions-oriented mindset with a strong focus on results.
Tools I'm experienced with include RichPanel, Zendesk, Gorgias, BrandBastion, Shopify, Amazon Seller Central, TikTok Shop Seller Center, Meta Business Suite, Slack, Notion, Google Workspace, and various CRM and e-commerce platforms.
I'm currently looking for a long-term opportunity where I can continue leading teams, improving customer support operations, and helping businesses scale through exceptional customer experience and operational excellence.
