You will get Shopify customer support for email, live chat, and phone
Project details
I will provide reliable Shopify customer support for your ecommerce store through email, live chat, and phone based on the package selected.
This project is designed as a fixed-price support trial for Shopify and DTC brands that need help handling common customer concerns such as order status, WISMO, shipping questions, refunds, cancellations, billing questions, address changes, damaged items, missing items, and general order issues.
Each package includes a set amount of support coverage during a 7-day project period:
Starter includes up to 4 total support hours for email support.
Standard includes up to 8 total support hours for email and live chat support.
Advanced includes up to 16 total support hours for email, live chat, and phone support.
I can work inside tools such as Shopify, Zendesk, Gorgias, Gmail, Help Scout, Reamaze, or similar support platforms. I will follow your SOPs, refund rules, cancellation policies, tone of voice, and escalation instructions.
This service is best for brands that want to test support coverage before moving into a longer-term hourly or monthly support arrangement.
This project is designed as a fixed-price support trial for Shopify and DTC brands that need help handling common customer concerns such as order status, WISMO, shipping questions, refunds, cancellations, billing questions, address changes, damaged items, missing items, and general order issues.
Each package includes a set amount of support coverage during a 7-day project period:
Starter includes up to 4 total support hours for email support.
Standard includes up to 8 total support hours for email and live chat support.
Advanced includes up to 16 total support hours for email, live chat, and phone support.
I can work inside tools such as Shopify, Zendesk, Gorgias, Gmail, Help Scout, Reamaze, or similar support platforms. I will follow your SOPs, refund rules, cancellation policies, tone of voice, and escalation instructions.
This service is best for brands that want to test support coverage before moving into a longer-term hourly or monthly support arrangement.
Industry
EcommerceWhat's included
| Service Tiers |
Starter
$49
|
Standard
$95
|
Advanced
$189
|
|---|---|---|---|
| Delivery Time | 7 days | 7 days | 7 days |
Number of Hours of Work | 4 | 8 | 16 |
Scriptwriting | - | - | - |
Summary Report | |||
Social Media Replies | - | - | - |
Email Support | |||
Live Chat Support | - |
Frequently asked questions
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PA
PATRICK A.
May 31, 2023
eCommerce Customer Service Manager
PA
PATRICK A.
Feb 10, 2022
Customer Service Virtual Assistant - Shopify
MH
Mills H.
Dec 20, 2021
US Based Customer Service Manager for &Modern e-Commerce Stores
SJ
Stephano J.
Nov 29, 2021
Customer Service Rep for E-Commerce
DM
Daniel M.
Sep 27, 2021
Epic Virtual Assistant Needed for research and ad-hoc projects
Pat was a pleasure to work with! He was able to turn in all work in a timely manner and with little to no hiccups. He took direction very well and also made suggestions to the proposed work, some of which were implemented. He would be a great asset to anyone who works with him.
About PATRICK
All-Around Customer Service (26 Years Experience)
Metro Manila, Philippines - 2:15 am local time
I fix all of that. Then I automate it so it doesn't break again.
I'm Patrick — a Customer Service Manager and AI-Powered Operations Specialist from the Philippines. I have 26 years of customer service experience and 11 years of leading Shopify and DTC support teams. I've handled everything from 2-person stores to high-volume brands running 1,500+ tickets a day with teams of up to 30 agents. I cut first response times from 24 hours down to 2 hours and built support departments from zero to fully independent.
Here's what makes me different from most CS managers:
For every customer pain point in your business, I find an AI solution for it. I've built internal support portals using Lovable, set up automated response workflows in Zendesk, created full SOP libraries using Claude and ChatGPT, and built real-time reporting dashboards for leadership. I don't just manage your support team — I build the system that runs it.
‣ WHAT I DO FOR YOUR BUSINESS
• Shopify & eCommerce Customer Support
Email, live chat, and phone support that retains customers — not just closes tickets. I cover all channels and keep response times tight.
• Zendesk & Gorgias Setup
Macros, triggers, automated responses, and complete workflow builds from scratch. Set up right the first time so your team isn't working around a broken system.
• AI-Powered SOP Development
SOPs your team will actually follow — built with Claude and ChatGPT, organized in a knowledge base they can find and use without asking you every time.
• Order & Dispute Management
Chargebacks, Shopify refunds, Stripe disputes, returns, WISMO, and carrier escalations — handled clean, documented, and resolved fast.
• Team Building & Training
Hire, onboard, and train support agents. Set KPIs. Build accountability systems. Manage performance for remote teams across time zones.
• Help Desk Optimization
Ticket triage, queue management, reducing repeat contacts, and cleaning up helpdesk setups that have been ignored for too long.
• AI Workflow Automation
Portals, automations, and dashboards built using Lovable, Claude, and ChatGPT — so your team handles more volume with less manual work every day.
• Backend Operations Management
For growing brands that need more than ticket handling — I build operational workflows, track KPIs, coordinate teams, and create scalable infrastructure.
• Reporting & Dashboards
Response times, resolution rates, CSAT, refund trends, ticket volume, and team productivity — tracked, visible, and reported to leadership weekly.
‣ HOW I MATCH AI TO YOUR PAIN POINTS
• Slow response times → Automated Zendesk workflows with smart macros and ticket routing
• Inconsistent agent quality → AI-built SOPs and step-by-step knowledge bases
• No visibility into performance → Real-time operational dashboards
• Manual ticket sorting → Automated routing that assigns the right ticket to the right agent
• No internal tools or portals → Custom portals built with Lovable
• Repeat escalations → Root cause analysis and SOP enforcement
‣ REAL RESULTS
• Response time: cut from 24 hours to 2 hours
• First resolution time: brought down to 4 hours
• Managed 30 agents handling 1,500 tickets a day
• Resolved high-volume Shopify and Stripe chargeback cases
• Built support teams from zero to fully independent operation
• Reduced escalations and repeat contacts through automation and SOP enforcement
‣ TOOLS & PLATFORMS
• Helpdesk: Zendesk, Gorgias, Intercom, & Freshdesk
• AI Tools: ChatGPT, Claude, Lovable
• Marketplaces: Shopify, Amazon Seller Central, eBay, Walmart
• Communication: Slack, Microsoft Teams, Google Workspace
• Reporting: Custom dashboards, Google Sheets, KPI tracking systems
‣ THIS IS A GOOD FIT IF
• Your response times are over 12 hours and still climbing
• Your Zendesk or Gorgias is barely set up or never maintained
• Agents handle every ticket differently because there are no SOPs
• Chargebacks are piling up with no clear process to fight them
• You've scaled fast and your CS operation hasn't kept up
• You want a manager who builds the system — not just follows instructions
‣ MY APPROACH
• Reduce customer effort.
• Improve team efficiency.
• Automate everything repeatable.
• Protect your brand reputation.
• Build systems that run without you watching.
If you're a Shopify or eCommerce brand ready to fix your support operation for good — let's talk.
Steps for completing your project
After purchasing the project, send requirements so PATRICK can start the project.
Delivery time starts when PATRICK receives requirements from you.
PATRICK works on your project following the steps below.
Revisions may occur after the delivery date.
REVIEW
Review store access, support tools, SOPs, and customer service policies
CONFIRM
Confirm support channels, business hours, escalation rules, and response guidelines