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Are you overwhelmed with customer support, tech queries, billing issues, or email customer service specialists? Let me take the weight off your shoulders. I'm Muhammad Owais, a Customer Service & Technical Support Specialist with over 7 years of hands-on experience helping SaaS, eCommerce, DTC brands, and B2B startups run smooth, scalable support operations. From Zendesk configuration to dispute resolution, I bring structure, speed, and strategy to your customer service stack. Worked for many companies as a virtual assistant. 💬 Tech Support (Tier 1 & Tier 2) •⁠ ⁠Deep experience in SaaS & Blockchain support •⁠ ⁠Helpdesk setup & ticket workflows (Zendesk, Freshdesk, Intercom, Gorgias) •⁠ ⁠Troubleshooting, onboarding, and knowledge base creation ✅ WHAT I DO BEST: 🛒 Shopify & E-commerce Support •⁠ ⁠Order tracking, subscriptions, refunds, chargebacks •⁠ ⁠Store admin: fulfillment, inventory, vendor management •⁠ ⁠Tools: Shopify, ShipStation, WordPress, PayPal, Stripe, Thrivecart, PaykickStart 💼 CRM & Admin Automation •⁠ ⁠Proficiency with Salesforce, Zendesk, Freshdesk, Intercom, Gorgias, & GHL. •⁠ ⁠Integration via Zapier, Jira, ClickUp, Asana, Make •⁠ ⁠Custom workflows, reporting dashboards, and email automation 💳 Billing & Chargebacks •⁠ ⁠Dispute management (Stripe, PayPal, Klarna, Airwallex) •⁠ ⁠VAT/Tax queries, custom invoicing, and refund processing •⁠ ⁠Documentation for policies, receipts, and preventive strategies 🛠 SaaS Documentation & Internal Content •⁠ ⁠FAQs, SOPs, Help Center articles, tutorials •⁠ ⁠Workflow documentation & internal team training guides 🏅 WHY CLIENTS LOVE WORKING WITH ME: ✔️ 7+ years in Customer Support & SaaS Ops ✔️ Complete CRM Support & Setup ✔️ Fluent, reliable, and extremely organized ✔️ 99% Job Success on Upwork ✔️ 🏆 Top Rated Plus — top 1.5% talent ✔️ 75% of clients return long-term ✔️ Trusted by teams at HackerRank, LastPass, Tumblr, ImagineLearning.

🎁 Get a 𝗙𝗿𝗲𝗲 𝟯𝟬-𝗠𝗶𝗻𝘂𝘁𝗲 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝘂𝗽𝗽𝗼𝗿𝘁 𝗔𝘂𝗱𝗶𝘁 𝘁𝗼 𝗳𝗶𝗻𝗱 𝗾𝘂𝗶𝗰𝗸 𝘄𝗶𝗻𝘀 that improve customer satisfaction instantly. ⚠️ Most businesses 𝗹𝗼𝘀𝗲 𝗹𝗼𝘆𝗮𝗹 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝘀 𝗯𝗲𝗰𝗮𝘂𝘀𝗲 𝗼𝗳 𝘀𝗹𝗼𝘄, 𝗿𝗼𝗯𝗼𝘁𝗶𝗰, 𝗼𝗿 𝗰𝗼𝗻𝗳𝘂𝘀𝗶𝗻𝗴 𝘀𝘂𝗽𝗽𝗼𝗿𝘁. Unanswered 𝘁𝗶𝗰𝗸𝗲𝘁𝘀, 𝗽𝗼𝗼𝗿 𝗰𝗼𝗺𝗺𝘂𝗻𝗶𝗰𝗮𝘁𝗶𝗼𝗻, 𝗮𝗻𝗱 𝗻𝗼 𝗳𝗼𝗹𝗹𝗼𝘄-𝘂𝗽𝘀 𝗹𝗲𝗮𝗱 𝘁𝗼 𝗰𝗵𝘂𝗿𝗻 𝗮𝗻𝗱 𝗻𝗲𝗴𝗮𝘁𝗶𝘃𝗲 reviews. 💡 𝗧𝗵𝗲 𝗦𝗼𝗹𝘂𝘁𝗶𝗼𝗻: I help companies turn their customer support into a growth engine. With a mix of empathy, speed, and clarity, I deliver excellent customer experiences — powered by efficient systems, tools, and human understanding. 🧠 𝗘𝘅𝗽𝗲𝗿𝘁𝗶𝘀𝗲 ✅ Customer Support (Email, Chat, Phone) ✅ Technical Support & Troubleshooting ✅ Customer Onboarding & Retention ✅ CRM Management (HubSpot, Salesforce, Freshdesk, Zendesk) ✅ UI/UX Collaboration & Product Feedback Loop ✅ Team Communication & Process Optimization 🛠️ 𝗦𝗸𝗶𝗹𝗹𝘀 🎯 Customer Service 🎯 Customer Experience 🎯 Customer Relationship Management (CRM) 🎯 Customer Onboarding 🎯 Technical Support 🎯 Chat & Email Support 🎯 HubSpot | Freshdesk | Zendesk | Notion | Slack | Salesforce 🎯 UX/UI Design Collaboration (Figma, Canva, Photoshop, CapCut, Premier Pro) ⚙️ 𝗦𝗲𝗿𝘃𝗶𝗰𝗲𝘀 𝗢𝗳𝗳𝗲𝗿𝗲𝗱 ➡️ Full-Time or Part-Time Customer Support ➡️ CRM Setup & Optimization (HubSpot, Zendesk, Freshdesk) ➡️ Live Chat, Email & Ticket Management ➡️ Customer Journey Mapping & Retention Strategy ➡️ UI/UX Feedback & Product Testing Support ➡️ Lead Generation & Client Communication 🏢 𝗪𝗼𝗿𝗸𝗶𝗻𝗴 𝗘𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲 🔹 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝗲𝗿𝘃𝗶𝗰𝗲 𝗥𝗲𝗽𝗿𝗲𝘀𝗲𝗻𝘁𝗮𝘁𝗶𝘃𝗲 – 𝗲𝗭𝗵𝗶𝗿𝗲 (𝗨𝗔𝗘) Managed car rental customer queries, ERP tickets, and vendor coordination. 🔹 𝗟𝗲𝗮𝗱 𝗚𝗲𝗻𝗲𝗿𝗮𝘁𝗶𝗼𝗻 𝗦𝗽𝗲𝗰𝗶𝗮𝗹𝗶𝘀𝘁 – 𝗦𝘁𝗿𝗮𝘁𝘂𝘀 𝗕𝘂𝗶𝗹𝗱𝗶𝗻𝗴 𝗦𝗼𝗹𝘂𝘁𝗶𝗼𝗻 (𝗨𝗦𝗔) Generated verified leads for the US market with strong CRM processes. 🔹 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝘂𝗽𝗽𝗼𝗿𝘁 – 𝗜𝗕𝗘𝗫 𝗚𝗹𝗼𝗯𝗮𝗹 Handled app and order-related issues for international clients via chat, email, and calls. 🌍 𝗜𝗻𝗱𝘂𝘀𝘁𝗿𝘆 & 𝗗𝗼𝗺𝗮𝗶𝗻 🟢 eCommerce 🔵 SaaS 🟢 Transportation 🔵 Food Chains 🟢 BPO 🔵 Retail 🟢 Cleaning Services 💻 𝗧𝗼𝗼𝗹𝘀 𝗜 𝗨𝘀𝗲 🔹 Zendesk 🔹 Freshdesk 🔹 HubSpot 🔹 Zoho 🔹 Salesforce 🔹 Notion 🔹 Monday.com 🔹 Slack 🔹 HeroCare 🔹 Shopify 🔹 Figma 🔹 Canva 🔹 Photoshop 🔹 Premiere Pro 🔹 CapCut 🔹 Google Workspace 🔹 MS Office 🚀 𝗪𝗵𝘆 𝗪𝗼𝗿𝗸 𝗪𝗶𝘁𝗵 𝗠𝗲? ✔️ 4+ Years in Customer Success & Technical Support ✔️ Native-level English & Communication Clarity ✔️ Reliable, Fast, and Detail-Oriented ✔️ Flexible to Any Time Zone ✔️ Fully Equipped Remote Setup 🔔 Let’s Get Started! Ready to elevate your customer experience? 📩 Click “Invite to Job” — let’s discuss your goals and I’ll send a free strategy suggestion for your support process. 🔑𝗞𝗲𝘆𝘄𝗼𝗿𝗱𝘀 customer support, technical support, customer success, CRM, Zendesk, Freshdesk, HubSpot, Salesforce, Notion, chat support, email support, phone support, customer onboarding, customer retention, UI design, UX collaboration, Figma, Canva, Adobe Photoshop, Adobe Premiere Pro, CapCut, lead generation, SaaS, eCommerce, BPO, virtual assistant, product feedback, remote support, customer experience, empathy, multitasking, communication, helpdesk, Gorgias, Shopify, workflow management, CRM setup, data entry, support agent

🚀 Elevate Your Customer Service Experience with a Pro! I’m a Customer Service Specialist with 9 years of experience working with Shopify, Zendesk, Gorgias, and Freshdesk, helping eCommerce and SaaS businesses deliver fast, reliable, and high-quality customer support. I specialize in email and live chat support, handling both daily inquiries and high-value customer interactions with professionalism, empathy, and efficiency. With extensive experience across Amazon stores, Shopify brands, and SaaS platforms, I quickly adapt to new systems and workflows while maintaining excellent customer satisfaction and service quality. I don’t just solve problems—I focus on creating smooth, positive customer experiences that build trust, loyalty, and long-term value for your brand. 🚀 Let’s work together to improve your customer support and keep your customers happy and coming back.

Professional Offerings: 👨🏼‍✈️ Team Lead, 💻 Technical Support 💰 E-commerce, 💻 Shopify, 💻 Woo Commerce, 💻 Chat Support, 🕺🏼 Social Media Management, 📧 Email management 💵 Email Marketing, 💻 Project Management,  - Dispute management, Klarna, PayPal ,Stripe  - Administrative tasks, Order Processing, Handling PayPal and Klarna disputes, Internet Research, and Social Media Handling.  - Customer Services Software, Zendesk, Zoho Mail, Gorgias, Tawk.to, Intercom, Gsuit, Outlook, Salesforce, Hubsport, and Jira  - Tools and Internal communication software: Slack, Skype, Shopify, Alibaba, Google Docs, Excel, Google Spreadsheet, Notion, Clickup, and Trello. I am a seasoned customer support specialist with over 7 years of experience, recognized as a Top Rated Plus freelancer on Upwork. Throughout my career, I have excelled in managing customer interactions and ensuring high satisfaction levels. My expertise lies in team management, quality assurance, and delivering exceptional service promptly. I’m a professional in Business Administration (MBA degree). I have also developed fluency in the English Language along with a good command of Listening, Writing, and speaking. I will streamline your processes and help you remove blocks that are hindering your vision, mission, and goals. Key Skills and Specializations: - Customer Support Management: Proven ability to lead and mentor teams to deliver outstanding customer service. - Customer Retention Customer retention is the difficult part of customer service and I’m quite good at it as I have able to reduce churn to 85%. - CRM Expertise: Proficient in utilizing advanced CRM platforms such as Zendesk, Freshdesk, Salesforce, Gorgias, and Intercom to streamline support processes and maximize efficiency. - Services as a VA: Provide a comprehensive range of services tailored to support businesses and professionals across various industries, excel in administrative tasks such as managing emails, calendars, and travel arrangements, ensuring efficient organization and seamless scheduling. - Dispute Resolution: Successfully managed disputes on PayPal, Klarna, and Stripe, mitigating risks and achieving favorable outcomes for clients and customers alike. - Quality Assurance: Implementing rigorous QA standards to maintain service excellence and uphold client satisfaction. - Flexibility and Adaptability: Adapting swiftly to evolving customer needs and operational requirements to ensure seamless service delivery. - Order Management : (Shopify, OBERLO, Obordesk, Ali Express and Amazon) - Klaviyo - Sms Bumps Client Commitment: I am dedicated to exceeding client expectations by delivering prompt, personalized support and fostering long-term relationships based on trust and reliability. My proactive approach to problem-solving and commitment to quality ensures that all customer interactions are handled with professionalism and efficiency. I believe that the customer is always right and hence forwarding my belief I will achieve and maintain my 99.9% client satisfaction and constantly work on improving my skill set. If you're looking for an experienced Virtual Assistant I'm the person you need. I will suggest you try my services which are highly affordable yet flexible and up to your mark. Your satisfaction is my criterion for success :)

𝐓𝐨𝐩 𝐑𝐚𝐭𝐞𝐝 𝐒𝐡𝐨𝐩𝐢𝐟𝐲 𝐂𝐗 𝐨𝐩𝐞𝐫𝐚𝐭𝐢𝐨𝐧𝐬 𝐬𝐩𝐞𝐜𝐢𝐚𝐥𝐢𝐬𝐭 helping 𝐞𝐂𝐨𝐦𝐦𝐞𝐫𝐜𝐞 brands 𝐫𝐞𝐝𝐮𝐜𝐞 𝐭𝐢𝐜𝐤𝐞𝐭 𝐜𝐡𝐚𝐨𝐬, solve order issues faster, and 𝐩𝐫𝐨𝐭𝐞𝐜𝐭 𝐫𝐞𝐯𝐞𝐧𝐮𝐞 𝐟𝐫𝐨𝐦 𝐜𝐡𝐚𝐫𝐠𝐞𝐛𝐚𝐜𝐤𝐬. On Upwork, I bring 𝟏𝟎𝟎% 𝐉𝐨𝐛 𝐒𝐮𝐜𝐜𝐞𝐬𝐬 and 𝟑,𝟕𝟎𝟎+ billed hours. I help 𝐒𝐡𝐨𝐩𝐢𝐟𝐲 𝐚𝐧𝐝 𝐃𝐓𝐂 𝐛𝐫𝐚𝐧𝐝𝐬 keep customer support organized, fast, and profitable. My work sits between frontline support and support operations. I do not just answer tickets, I 𝐢𝐦𝐩𝐫𝐨𝐯𝐞 𝐭𝐡𝐞 𝐬𝐲𝐬𝐭𝐞𝐦 behind them. 𝐇𝐞𝐫𝐞’𝐬 𝐰𝐡𝐞𝐫𝐞 𝐈 𝐡𝐞𝐥𝐩 𝐦𝐨𝐬𝐭: • Zendesk and Gorgias inbox management, cleanup, and workflow improvement • Shopify order issues, refunds, returns, exchanges, delivery delays, and escalations • PayPal, Stripe, Shopify Payments, and Klarna dispute / chargeback handling • Macro creation, SOP documentation, support templates, and escalation workflows • Weekly insight reporting on repeat issues, quality gaps, and support bottlenecks 𝐂𝐥𝐢𝐞𝐧𝐭𝐬 𝐮𝐬𝐮𝐚𝐥𝐥𝐲 𝐛𝐫𝐢𝐧𝐠 𝐦𝐞 𝐢𝐧 𝐰𝐡𝐞𝐧: • their inbox is backed up • support quality feels inconsistent • refunds and disputes are draining revenue • the team needs better SOPs, macros, and structure • they want someone who can take ownership without constant hand-holding 𝐖𝐡𝐚𝐭 𝐲𝐨𝐮 𝐜𝐚𝐧 𝐞𝐱𝐩𝐞𝐜𝐭 𝐟𝐫𝐨𝐦 𝐦𝐞: • calm, professional customer communication • strong ownership of order issues and dispute cases • clear documentation that helps teams stay consistent • reliable performance in high-volume environments • a process mindset focused on fixing root problems, not just replying faster 𝐓𝐨𝐨𝐥𝐬 𝐈 𝐰𝐨𝐫𝐤 𝐰𝐢𝐭𝐡 𝐫𝐞𝐠𝐮𝐥𝐚𝐫𝐥𝐲: Shopify, Zendesk, Gorgias, Freshdesk, PayPal, Stripe, Google Workspace, Slack, and support documentation workflows. If your support feels reactive, messy, or expensive to run, send me a message with your current setup and biggest bottleneck. I'll tell you where I would start.

🥇 Top Rated Plus ⏰26000+ Hours of Quality Work Delivered 💼 100+ Jobs Completed ✅ 100% Customer Satisfaction ⭐ 100% Job Success Rate I have 10+ years of experience in customer service industry where I have worked for different niches; mainly with SaaS, ecommerce and software/technical support. I started off as Customer support executive in a US based company. My core responsibility include phone support both tier 1 and tier 2 for the SaaS based product. I then volunteered in tickets and live chat as I wanted to learn more and excel. Due to my great product knowledge and customer handling, I was promoted to support supervisor within 9 months of my joining date with the company. I was then further promoted to start another department from scratch which involved configurations and maintenance of tools that we used to service our customers. This also lead me into a training manager role for product and tools used internally. I then joined a software a company which required technical support both tier 1 and tier 2 via email and screenshare sessions and sometimes phone calls. The key to success was the knowledge of the command line and other basics to mid level knowledge of computers. I was then hired by a ecommerce business based out of Australia where I was the customer support manager and manged a team of 4 virtually based team members. It was mainly live chat and email. I have been Zendesk consultant and project manager for over two years. I have also experience in managing tools such as  Agile CRM, Zopim, Intercom, Fonality, Confluence, Jira, Zoho Support, Ring Central, Zapier, CudaSign, Webmerge, Twilio (Sales force is on the way). I have successfully managed these from scratch and designed it as per the need of all the departments. I have done multiple projects in North America and in Europe.