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Shopify · Gorgias · Zendesk · 20–100+ daily tickets · 12–24hr response SLA Is your support inbox the one thing standing between your brand and your next growth phase? Most e-commerce brands reach a breaking point: ticket volume outpaces the team, refunds pile up, response times slip and customers start leaving quietly. I exist to stop that from happening. I'm an e-commerce customer support specialist who resolves 20–25+ tickets per hour, maintains a consistent 12–24hr response window, and manages the full support operation so your business keeps moving, even when order volume spikes. I work best with DTC brands and dropshipping stores handling 20–100+ tickets daily that need an e-commerce support agent who can own the inbox, follow SOPs, protect revenue, and operate without supervision. What I take off your plate: ✦ Shopify order management — tracking, shipping updates, refunds, exchanges, and account changes handled directly inside Shopify ✦ Gorgias & Zendesk ticket management — high-volume queues, accurate tagging, SLA-driven response times, zero missed messages ✦ Email & live chat support — professional, on-brand responses that turn frustrated customers into repeat buyers ✦ Refund, return & chargeback handling — structured workflows that reduce disputes and protect your margin ✦ Customer retention — complaint resolution that builds loyalty and increases repeat purchase rates ✦ Support operations — SOP execution, ticket tracking, recurring issue identification, and system improvements as you scale What that looks like in numbers: • 20–25+ tickets resolved per hour with full accuracy • Consistent 12–24hr first response (often faster) • Zero missed messages through structured ticket queues • Reduced refund rates through clean workflow execution • Complete ticket tagging and documentation for operational visibility Tools I work in daily: Shopify · Gorgias · Zendesk · Intercom · Freshdesk · Help Scout · Meta Business Suite · Google Sheets Available for full daily coverage or part-time ticket handling. I integrate into your stack quickly, work independently, and keep your support operation running smoothly, even on your highest-volume days. Inbox chaos is optional. Message me if you're ready to fix it.

Ready to improve your customer satisfaction by 30%? With my expertise, I can help turn complaints into loyal customers, saving you thousands in churn costs each year. Let’s make your support a winning advantage! Meet Faith Irungu, a dedicated customer service specialist with over three years of experience. I have expertly managed supporting customers through various channels to improve satisfaction and loyalty. My professional journey has honed my skills in using CRM tools like Salesforce and Zendesk, while consistently achieving a 99.99% CSAT score. I am passionate about resolving issues efficiently to create positive experiences. With hands-on experience in e-commerce support and online store operations, I excel in handling escalations, support tickets, and maintaining high customer satisfaction scores. Your business will benefit from my detail-oriented, reliable support services. Skill Descriptions: 1. Customer Support: Delivering exceptional assistance through multiple communication channels to enhance customer satisfaction. 2. Email Support: Efficiently handling customer inquiries, providing timely and accurate responses via email platforms. 3. Live Chat Support: Engaging customers in real-time to resolve issues and answer questions, ensuring a seamless customer experience. 4. Phone Support: Offering personalized support over calls, resolving inquiries, and maintaining professional communication. 5. Social Media Support: Managing customer interactions on social media platforms, addressing concerns, and strengthening brand reputation. 6. Ticket Management: Streamlining the processing of support requests to maintain response-time targets and organization. 7. CRM Management: Expert use of CRM platforms like Salesforce for managing customer data and interactions effectively. 8. E-commerce Support: Assisting online stores in order tracking, refunds, and maintaining a top-notch service environment. 9. Conflict Resolution: Skilled in resolving issues calmly, professionally, ensuring customer satisfaction even in challenging scenarios. 10. Shopify Support: Providing specialized support for Shopify users, including order management and customer service. 11. Zendesk: Utilizing Zendesk to deliver high-quality support and manage customer communication efficiently. 12. Salesforce: Leveraging Salesforce to track customer interactions and improve service strategies. 13. Gorgias: Implementing Gorgias tools to streamline customer support processes and enhance efficiency. Let’s collaborate to elevate your customer service experience and foster lasting customer relationships. Connect with me to tailor a support strategy that fits your business needs.

Hello! 👋 I'm a Customer Support Specialist with 10+ years of experience helping e-commerce brands deliver exceptional customer service and customer experiences through email, live chat, social media, and CRM platforms. I specialize in high-volume customer support, order management, and resolving customer inquiries with empathy, professionalism, and efficiency. In my most recent role at Ponyback Hats, a fast-growing direct-to-consumer (DTC) apparel brand, I managed 73+ customer inquiries daily, maintained a 98% customer satisfaction rate, reduced average email response times by 35%, and helped improve AI response accuracy by 40%, enabling faster resolutions and a better customer experience. I genuinely enjoy helping people and making their experience with a brand a positive one. Whether it's answering product questions, resolving order issues, tracking shipments, processing returns, refunds, and exchanges, or handling customer escalations, I treat every customer with the same care and attention I'd expect myself. My goal is simple: happy customers, smoother operations, and one less thing for you to worry about. 😊 📍Here's how I can support your business: ✅ Email Support, Live Chat Support & Social Media Customer Support ✅ Shopify Customer Support & Order Management ✅ Order Tracking, Shipping Updates & Delivery Investigations ✅ Returns, Refunds, Exchanges & Dispute Resolution ✅ Customer Inquiries, Customer Complaints & Customer Escalations ✅ CRM & Ticket Management (Zendesk, Gorgias, Freshdesk & Salesforce) ✅ Customer Satisfaction & Customer Retention ✅ Administrative Support, Data Entry & Documentation ✅ Knowledge Base Updates & SOP Adherence 📍Tools I work with: 📌 Shopify | Zendesk | Gorgias | Freshdesk | Salesforce | PayPal | Klarna Business | Slack | Google Workspace | Meta Business Suite 📍What you can expect from me: ✔ Excellent written and verbal communication ✔ Fast response times and professional customer service ✔ Strong problem-solving and attention to detail ✔ Reliable, organized, and proactive support ✔ Ability to work independently or as part of a remote team ✔ A customer-first mindset with a focus on delivering exceptional customer experiences I'm passionate about helping businesses build trust, strengthen customer relationships, and deliver outstanding customer support that keeps customers coming back. If you're looking for a reliable Customer Support Specialist who understands ecommerce operations, Shopify, CRM platforms, high-volume customer support, ticket management, and delivering exceptional customer service, I'd love to become a long-term member of your team. 🤝

Hi! I'm Nelly. I like having a good day, and making sure others do too😊 I have 6+ years of experience helping brands boost customer satisfaction, increase revenue, and improve retention by delivering 5-star customer experiences, and keeping daily administrative operations running smoothly across e-commerce, healthcare, wellness, startups, and more. I thrive on ensuring customers feel supported, heard, and valued within collaborative environments, because happy customers become loyal brand advocates. At the same time, I use every interaction as an opportunity to drive revenue growth through upselling and tailored solutions. Here's a breakdown of the skills and the solutions I offer: ⭐️⭐️⭐️⭐️⭐️⭐️⭐️⭐️⭐️⭐️ 🔧 Customer Experience & Support • Phone, Chat & Email Support- Resolve inbound and outbound customer inquiries via Zendesk, Gorgias, Intercom, and Aircall. • Email Management- Provide prompt, accurate, and empathetic email communication. • Social Media Management- Brand-safe engagement on Instagram & Facebook. 🚀 Sales Growth & Retention • Sales & Upselling- Close high-ticket sales through personalized recommendations that drive revenue. • Onboarding & Training- Handle smooth product adoption of new clients or hires, process documentation, and knowledge base creation 📦 Operations & Admin Support • Dispute Resolution – Win PayPal & Stripe disputes with clarity and care • Shopify Order Management – Process returns, exchanges, order tracking, and refunds • Calendar &Administrative Support – Appointment scheduling (Calendly), CRM updates, HR ops, and SOPs creation. • Data entry & Workflow Optimization for smooth day-to-day operations ⭐️⭐️⭐️⭐️⭐️⭐️⭐️⭐️⭐️⭐️ Why should you hire me? I bring a balance of professionalism, empathy, warm-friendly energy, and results. I don’t overpromise, but trust me to consistently deliver on customer satisfaction, retention, upsells, and sales. I’m also quite reliable and adaptable. If you're looking for a professional who can delight your customers, take ownership, and contribute to your business growth, I'm excited to meet you and get started😊

𝟵,𝟱𝟬𝟬+ 𝗵𝗿𝘀 | $𝟳𝟬𝗞+ 𝗲𝗮𝗿𝗻𝗲𝗱 | 𝟵𝟱%+ 𝗖𝗦𝗔𝗧. I help SaaS and eCommerce companies reduce ticket volume, improve response times, and keep customers happy. With experience across Tier 1 / Tier 2 support, Shopify stores, and SaaS platforms, I combine customer service + technical troubleshooting so issues get resolved fast— without endless escalations. 𝗥𝗲𝘀𝘂𝗹𝘁𝘀 𝗱𝗲𝗹𝗶𝘃𝗲𝗿𝗲𝗱 𝗳𝗼𝗿 𝗰𝗹𝗶𝗲𝗻𝘁𝘀: • 42% faster response times for a team managing 8,000+ monthly tickets • CSAT improved from 80% to 95%+ and sustained across the full engagement • 31% reduction in repeat tickets through better workflows, onboarding flows, and knowledge base documentation 𝗛𝗲𝗿𝗲'𝘀 𝘄𝗵𝗮𝘁 𝗜 𝗰𝗼𝘃𝗲𝗿: 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝘂𝗽𝗽𝗼𝗿𝘁 & 𝗛𝗲𝗹𝗽 𝗗𝗲𝘀𝗸 • 𝗟𝗶𝘃𝗲 𝗰𝗵𝗮𝘁, 𝗲𝗺𝗮𝗶𝗹 & 𝗽𝗵𝗼𝗻𝗲 𝘀𝘂𝗽𝗽𝗼𝗿𝘁 — Zendesk, Intercom, Gorgias, Freshdesk, Help Scout • 𝗦𝗵𝗼𝗽𝗶𝗳𝘆 𝗼𝗿𝗱𝗲𝗿 𝗺𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁 — tracking, refunds, returns, exchanges • 𝗧𝗶𝗰𝗸𝗲𝘁 𝗺𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁, 𝗾𝘂𝗲𝘂𝗲 𝗽𝗿𝗶𝗼𝗿𝗶𝘁𝗶𝘇𝗮𝘁𝗶𝗼𝗻 & 𝗦𝗟𝗔 𝗰𝗼𝗺𝗽𝗹𝗶𝗮𝗻𝗰𝗲 • 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗼𝗻𝗯𝗼𝗮𝗿𝗱𝗶𝗻𝗴 & 𝘀𝘂𝗰𝗰𝗲𝘀𝘀 — reducing churn through proactive support • 𝗖𝗼𝗺𝗽𝗹𝗮𝗶𝗻𝘁 𝗿𝗲𝘀𝗼𝗹𝘂𝘁𝗶𝗼𝗻 & 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗿𝗲𝘁𝗲𝗻𝘁𝗶𝗼𝗻 • 𝗠𝘂𝗹𝘁𝗶𝗰𝗵𝗮𝗻𝗻𝗲𝗹 𝘀𝘂𝗽𝗽𝗼𝗿𝘁 — social media, SMS, WhatsApp, in-app chat • 𝗖𝗥𝗠 𝗺𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁 — HubSpot, Zoho, Salesforce, HighLevel 𝗧𝗲𝗰𝗵𝗻𝗶𝗰𝗮𝗹 𝗦𝘂𝗽𝗽𝗼𝗿𝘁 (𝗧𝗶𝗲𝗿 𝟭 & 𝗧𝗶𝗲𝗿 𝟮) • 𝗦𝗮𝗮𝗦 𝗽𝗹𝗮𝘁𝗳𝗼𝗿𝗺 𝘁𝗿𝗼𝘂𝗯𝗹𝗲𝘀𝗵𝗼𝗼𝘁𝗶𝗻𝗴 — bug reporting, integrations, configuration fixes • 𝗠𝗶𝗰𝗿𝗼𝘀𝗼𝗳𝘁 𝟯𝟲𝟱 & 𝗚𝗼𝗼𝗴𝗹𝗲 𝗪𝗼𝗿𝗸𝘀𝗽𝗮𝗰𝗲 𝗮𝗱𝗺𝗶𝗻𝗶𝘀𝘁𝗿𝗮𝘁𝗶𝗼𝗻 — setup, access control, email configuration • 𝗥𝗲𝗺𝗼𝘁𝗲 𝗜𝗧 𝘀𝘂𝗽𝗽𝗼𝗿𝘁 — VPN setup, endpoint security, remote desktop via TeamViewer • 𝗜𝗻𝗰𝗶𝗱𝗲𝗻𝘁 𝗺𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁 — root-cause analysis, repeat-issue prevention • 𝗧𝗲𝗰𝗵𝗻𝗶𝗰𝗮𝗹 𝗱𝗼𝗰𝘂𝗺𝗲𝗻𝘁𝗮𝘁𝗶𝗼𝗻 — SOPs, knowledge bases, workflow mapping • 𝗛𝗮𝗿𝗱𝘄𝗮𝗿𝗲 & 𝘀𝗼𝗳𝘁𝘄𝗮𝗿𝗲 𝘁𝗿𝗼𝘂𝗯𝗹𝗲𝘀𝗵𝗼𝗼𝘁𝗶𝗻𝗴 for distributed teams The combination means your customers get resolved, not redirected. 𝗔𝘃𝗮𝗶𝗹𝗮𝗯𝗹𝗲 𝗶𝗺𝗺𝗲𝗱𝗶𝗮𝘁𝗲𝗹𝘆. 𝗢𝗽𝗲𝗻 𝘁𝗼 𝗮 𝗽𝗮𝗶𝗱 𝘁𝗿𝗶𝗮𝗹 𝘁𝗮𝘀𝗸.

I am a dedicated B2B Lead Generation & Outreach Specialist with experience in helping businesses connect with potential clients and grow their customer base. I specialize in lead research, prospect list building, email outreach, LinkedIn outreach, data collection, and market research. I am skilled in identifying high-quality business leads, verifying contact information, and delivering accurate and organized data to support sales and marketing campaigns. My goal is to help businesses save time, increase conversions, and reach the right audience effectively. I am detail-oriented, reliable, and committed to delivering quality results within deadlines. Whether you need targeted leads, outreach support, web research, or business contact lists, I am ready to help your business grow. My services include: • B2B Lead Generation • LinkedIn Lead Research • Email List Building • Prospect Research • Outreach Support • Market Research • Data Entry & CRM Management • Web Research I look forward to working with businesses and clients who value professionalism, accuracy, and consistent communication.