Hire the Best Iterable Specialists

Besoin d'optimiser vos opérations support, d'encadrer vos équipes ou de garantir une satisfaction client irréprochable ? Professionnel de la relation client et des opérations de support, j'accompagne les entreprises et les infopreneurs francophones dans la structuration, la gestion et l'amélioration de leur service client et de leurs processus internes. Fort d'une solide expérience dans des environnements à fort volume, je combine une approche stratégique (optimisation des processus, management) et une excellence opérationnelle (gestion des litiges, support multicanal). Mon objectif est simple : transformer votre support client en un levier de fidélisation et de performance. 🛠️ Mes Domaines d'Expertise : Customer Operations & Support Multicanal : Gestion des demandes complexes, résolution d'incidents, gestion des litiges et escalades (Mails, Appels, Plateformes digitales). Management & Coordination d'Équipe : Supervision opérationnelle de 5 à 10 collaborateurs, répartition des tâches, montée en compétences et animation des équipes. Qualité & Performance (QA) : Réalisation d'audits qualité mensuels, suivi des KPI, tracking des performances et respect des standards d'excellence. Optimisation des Processus : Analyse et amélioration des workflows pour booster la productivité de vos équipes et fluidifier l'expérience client. Support Administratif : Organisation des informations, mise à jour des tableaux de bord, coordination quotidienne. 💻 Outils maîtrisés : Gestion & Productivité : Notion, Google Workspace, Pack Office (Excel, Word, PowerPoint). Support & Technique : TeamViewer (et adaptabilité rapide à vos outils CRM : Zendesk, HubSpot, Crisp, Intercom, etc.). 💼 Pourquoi travailler ensemble ? Rigueur & Réactivité : Habitué aux situations sensibles et complexes, je sais gérer les priorités avec calme et professionnalisme. Culture du Résultat : Je ne me contente pas de traiter des tickets, je cherche constamment à améliorer le flux de travail (workflows) pour faire gagner du temps à votre entreprise. Langue Maternelle : Un français parfait, idéal pour échanger avec vos clients les plus exigeants. Discutons dès aujourd'hui de vos besoins et de la manière dont je peux vous aider à structurer vos opérations !

ECOMMERCE OPERATIONS MANAGER + ARCHITECT — SHOPIFY · SUBSCRIPTION · RETENTION · CRO I run end-to-end ecommerce operations for founder-led Shopify brands — the contractor a founder hands the entire backend to so they can stay focused on growth. I take direction once, run independently, flag problems before they compound, and build systems that don't require hand-holding. I have 8 years of experience as the ecommerce operator and manager for a 5,000 SKU apparel brand, a DTC multi-channel skincare brand, and a wholesale beauty-supply brand. Recent work, by the numbers: ▸ Migrated a full subscription program from Awtomic to Recharge — 7,267 contracts migration; identified and recovered 150 orphaned contracts representing $11K+ in lost revenue. ▸ Audited subscription churn (median 56-day interval, drop-off between orders 2–3) and designed a tiered discount + Recharge Rewards architecture to break the acquisition treadmill. ▸ Led a full Shopify theme rebuild and product-architecture overhaul — consolidated ~29 per-product templates into shared metafield/metaobject-driven templates across a multi-phase launch. ▸ Built an 8-domain site-health diagnostic (traffic, funnel, technical, SEO, GEO, behavior, merchandising, tech stack) and rebuilt the tracking/attribution stack — and fixed a survey reviews tool capturing only 7% of orders. ▸ Analyzed a full year of shipping data — quantified a $47,813 Priority-shipping subsidy and restructured the free-shipping policy. ▸ Built a Gorgias AI support agent and full CS SOP from scratch, trained a VA customer service agent on policies and complex ticket handling for full scope resolutions. ▸ Established GS1/barcode compliance for Amazon and big-box retail plus a B2B carton-labeling system. ▸ Launched a 4-tier affiliate program (UpPromote + Klaviyo architecture) and a 7-tier subscriber gifting program (238 customers, $10,696, 119 conversions). ▸ Built enrollment and backorder automations across Klaviyo, Jotform, Zapier, Shopify Flow, and Mechanic. What I own end to end: ▸ Shopify Plus storefront — backend to storefront, theme, PDP, product data, metafields. ▸ Subscription strategy — migration, contract structure, churn, LTV/AOV lift. ▸ Retention stack — Recharge, Klaviyo flows/segmentation, rewards/loyalty programs, affiliate platforms. ▸ CRO — upsell/cross-sell, UX/UI, SEO + GEO for AI discoverability. ▸ Fulfillment & COGS — ShipStation, shipping/logistics, packing margins and label costs. ▸ Customer experience — Built Gorgias AI responses, automated macros, SOPs, complex ticket resolution. ▸ App-stack audits — redundancy, consolidation, ops-budget reduction. ▸ Project management — Notion, Asana, Slack; multi-agency dev/design coordination. My Parsons School of Design background brings UX/UI and visual-merchandising literacy alongside operational and analytical rigor. I'm self-taught across my entire stack and use AI as a force multiplier — every output scrutinized against my own industry experience. Tools: Shopify Plus · Recharge · Klaviyo · Gorgias · ShipStation · Smile · UpPromote · Mechanic · Shopify Flow · Okendo · Triple Whale · Notion · Asana · Slack · Google Workspace · Canva · Photoshop · GA4 · AWS · Cloudflare · GoDaddy · Mailchimp · Claude AI

Top Rated Plus on Upwork with 100% Job Success Score, 38,000+ hours, and 84 completed projects, I help businesses improve customer experience, streamline operations, manage projects and teams, and build efficient processes—with AI integrated into the way I work. My work spans customer success, operations, and CRM management for SaaS, eCommerce, education, and service-based businesses — with a particular focus on client retention, dispute resolution, and building systems that keep teams and processes running smoothly without constant oversights. Core Expertise: Customer Success & Retention | Customer Support Operations | Client Onboarding | Community Management | Sales & Lead Management | Dispute Resolution & Retention | Operations Management | Project Management | Team Management | Client Communication | Process Improvement | SOP Development | CRM Management | Workflow Design | Business Coordination | eCommerce Operations Tools & Platforms: CRM, Sales & Customer Management: GoHighLevel, Close CRM, TimelinesAI, Salesforce Project & Team Management: Asana, ClickUp, Slack AI & Automation: Claude, ChatGPT, Zapier, Make, n8n Community & Digital Platforms: SKOOL, WHOP eCommerce: Amazon Seller Central, Keepa, Helium 10, Shopify, Thrivecart Outreach & Email: HubSpot (campaigns), Instantly (cold email), MailerLite, Kit (ConvertKit) Office & Docs: Notion, Canva, Outlook, OneDrive, basic WordPress admin Accounting: Xero AI & Automation: I treat AI and automation as practical tools, not buzzwords — using them to improve communication, streamline repetitive tasks, and keep processes and documentation clear and current

🥇 Top 1% Upwork Email Deliverability Expert Hey, I'm Pavel. I fix broken email deliverability for SaaS, newsletter publishers, and e-commerce teams and I keep it fixed. When your emails stop hitting the inbox, you lose revenue. I stop the bleeding. Gmail Postmaster shows Low domain reputation. A provider is throttling your sends. A migration broke your onboarding flow and nobody knows why. These are not mysteries. They have causes, and those causes show up in the telemetry. I diagnose what actually went wrong and fix it. No guesswork, no speculation just headers, logs, and bounce data that point to the answer. How I Work: I find the exact failure point using raw signals: authentication records, Postmaster data, complaint rates, bounce behavior, and recipient engagement. If it is urgent, I can usually diagnose the issue the exact same day. What I Handle: Emergency recovery for Google Postmaster sender reputation and blacklists SPF, DKIM, DMARC, and BIMI setup and strict alignment Authentication fixes after migrations or DNS changes Deliverability audits and inbox placement testing for Gmail, Outlook, and Microsoft 365 Domain and IP warmup strategies for new sending infrastructure Cold email setup that isolates and protects your main corporate domain Configuration and troubleshooting for SendGrid, Mailgun, Amazon SES, Klaviyo, HubSpot, and Brevo Fractional Deliverability Support: Deliverability is not a one-time fix. Reputation drifts, volumes change, and mailbox providers constantly shift their rules. I work with a small number of clients on an ongoing, fractional basis to monitoring your authentication and sending health so problems are caught before they cost you money. The Proof: 10+ years focused 100% exclusively on deliverability. 60 completed projects on Upwork, all 5-star reviews. Author of a weekly newsletter on inbox placement strategy. Let's Fix It: If something is broken right now, tell me what changed, what you are seeing, and which platform you are on. Message me your domain and a screenshot of what Postmaster is showing, and I will tell you exactly what is wrong and how fast we can fix it.

I'm a Shopify, BigCommerce, Klaviyo and ecommerce solution architect with 15+ years delivering platform migrations, integration architecture, and conversion optimisation for Australian retail, DTC and B2B brands. I specialise in complex ecommerce builds where strategy matters as much as execution: Shopify Plus migrations, B2B wholesale setups, subscription models, ERP and 3PL integrations, and loyalty program architecture that protects margin while driving repeat purchases. Notable projects include Kitchen Warehouse's migration from Netsuite to commercetools (50k+ SKUs), Splash Alley's BigCommerce B2B build with multi-tier pricing, and multiple Shopify migrations where clean product architecture and integration reliability were critical to success. I work as both strategist and implementer, building integrations using Make .com, Celigo, and n8n, while partnering with specialist developers when front-end or design work is needed. My focus is on delivering scalable, maintainable solutions that work in the long term, not quick fixes that create technical debt. Certified in Boomi iPaaS, Celigo, Prince2, and Google Data Analytics. Based in Melbourne, working with clients across Australia and internationally.

Most teams treat their CRM like an SMS or newsletter tool. I treat it like a revenue growth engine. That shift is worth millions, and most brands don't see what they're losing until someone shows them. I've spent 4+ years in lifecycle and retention marketing, building the systems that turn one-time buyers into repeat customers and silent subscribers into reliable revenue. Klaviyo, Braze, Customer..io, Iterable, HubSpot, ActiveCampaign, Brevo, MailerLite, and GoHighLevel. Different platforms, same job: design the journeys that compound revenue after acquisition. Acquisition cost keeps rising. Paid social CAC has roughly doubled in three years. The brands winning now aren't spending more on ads. They're squeezing more from every customer they've already paid to acquire. Welcome flows that actually convert. Abandoned cart sequences that recover real money. Post-purchase journeys that turn first orders into second, third, tenth. Replenishment reminders that hit before the customer thinks to reorder. Win-back flows that pull churned subscribers back before they're gone. VIP tracks that protect the customers who matter most. When this work is done badly, it doesn't look like a fire. It looks like a slow leak. Brands quietly lose 20 to 40 percent of their potential lifetime value to broken flows, lazy segmentation, fatigued lists, and emails that quietly hit spam. The cost shows up in the gap between the revenue you're making and the revenue you should be. Recent build: a French health and wellness brand needed to turn cold leads into bookings and repeat customers. I designed a lead-to-booking lifecycle, segmented prospects by engagement state, ran email and SMS as one coordinated journey, and iterated weekly on cadence, copy, and channel mix. Over €100,000 in attributed booked revenue. Lifted repeat-booking rate. Not by sending more emails. By sending the right email to the right segment, at the right moment. What I bring: - Platform fluency across the major lifecycle stacks. Triple Klaviyo certified. - Flow architecture that drives revenue, not vanity metrics. - SMS and WhatsApp as real channels, integrated with email. - Structured A/B testing weekly, not quarterly. Wins are documented in a reusable playbook. - AI in production. Claude and ChatGPT for copy and segmentation, n8n for sync, enrichment, and alerts. I work for founders, agencies, and growth teams. If your CRM should be earning more than it is, let's talk.