Looking for a seasoned Ecommerce Support Specialist who can handle high volume tickets, manage team operations, and turn upset customers into brand advocates?
With 9+ years specializing in DTC ecommerce (and a background supporting Fortune 500 consumer brands), I bring a blend of front-line customer support, team leadership, and quality assurance to fast-growing online stores.
⚡ What I Bring to Your Store:
• Front-Line & Escalation CS: Expertly handling complex email tickets, including order tracking, missing/damaged items, refunds, exchanges, and product inquiries.
• Team Leadership & Coaching: Driving team SLA compliance, performing ticket QA reviews, coaching agents for peak performance.
• Subscription & Logistics Management: Deep hands-on experience managing recurring orders, pauses, cancellations, and coordinating directly with 3PL/fulfillment centers.
• Process Optimization: Identifying recurring customer pain points to improve workflows, help centers, and CSAT scores.
🛠 Technical Toolkit:
• Ecommerce & Subscriptions: Shopify | Shopify Plus | Recharge | ShipStation | 3PL Systems
• Helpdesk & CRM: Zendesk | Gorgias | Help Scout | Richpanel | Medallia
• Operations: Slack | Google Workspace | MS Office
🌟 Experience Highlights:
• Ecommerce Customer Support Team Lead (2020–2026): Led daily remote support operations for a Fortune 500 consumer brand while managing escalated customer cases and team QA.
• Ecommerce CS Specialist (2017–2020): Handled end-to-end post-purchase email support for Fortune 500 consumer brand across Shopify, Recharge, and ShipStation.
• 5+ Years Dedicated QA: Built robust quality frameworks and calibration systems to ensure top-notch service consistency.
Whether you need a senior support specialist to clear your ticket queue or an experienced team lead to scale your customer support team, I'm ready to jump in.
