You will get a ticketing system set up for your Shopify store
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Top Rated
Project details
As a Shopify customer support specialist trained at HEC Paris, I combine strategic insight with hands-on technical expertise to build a customer service ticketing system that truly scales. My 2023–24 HEC thesis explored how AI can boost e-commerce CX, and I leverage that knowledge—alongside a Shopify-native tech stack—to ensure your helpdesk runs efficiently, is deeply personalized, and delivers lightning-fast responses. By choosing me, you’re getting:
A proven track record of configuring Gorgias, Helpwave, Zendesk, Freshdesk, and Shopify Inbox for high-volume stores
Expertise automating workflows (macros, templates, SLA triggers) to reduce repetitive tickets
Data-driven insights: I’ll set up dashboards tracking CSAT, response times, ticket volumes, and SLA breaches
Seamless integration of email and Meta Business Suite DMs/comments into a single ticket view
Real-time Slack alerts to prevent SLA violations and keep your team on top of priorities
Let’s transform your support operation into a growth engine—while you focus on scaling sales across 15 European markets.
A proven track record of configuring Gorgias, Helpwave, Zendesk, Freshdesk, and Shopify Inbox for high-volume stores
Expertise automating workflows (macros, templates, SLA triggers) to reduce repetitive tickets
Data-driven insights: I’ll set up dashboards tracking CSAT, response times, ticket volumes, and SLA breaches
Seamless integration of email and Meta Business Suite DMs/comments into a single ticket view
Real-time Slack alerts to prevent SLA violations and keep your team on top of priorities
Let’s transform your support operation into a growth engine—while you focus on scaling sales across 15 European markets.
Project Type
Ecommerce Management, Customer SupportWhat's included
| Service Tiers |
Starter
$50
|
Standard
$70
|
Advanced
$100
|
|---|---|---|---|
| Delivery Time | 1 day | 1 day | 1 day |
Number of Revisions | Unlimited | Unlimited | Unlimited |
Frequently asked questions
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HL
Hamza L.
Apr 2, 2026
Chargé(e) de support client e-commerce (Emails & commentaires Facebook)
10/10
JA
Jordan A.
Jan 6, 2026
Customer Service Representative Needed for E-commerce Brand
Everything went very smoothly working with him. He handled our customer support very professionally, was reliable, responsive, and always delivered as expected. Overall, a great experience and someone we would definitely recommend.
AD
Axel D.
Dec 26, 2025
Customer Support Specialist – French E-Commerce Brand
JM
Johanna M.
Jul 19, 2025
Shopify Customer Support VA
Florian’s deep knowledge of Shopify and native integrations (Gorgias, Zendesk) made a tangible impact on our customer support efficiency. He designed automated workflows, crafted clear FAQs, and delivered fast, friendly responses in French, English, and German. His contributions improved our CSAT and reduced manual workload. Highly recommended!
About Florian
Customer Service VA - US market specialist
100%
Job Success
Croissy-sur-Seine, France - 7:11 pm local time
I'm a Shopify-native CS specialist (HEC Paris, 2024) who has helped DTC brands turn their support inbox into a retention engine. Most CS VAs answer tickets. I build systems that cut chargeback ratios, protect your review scores, slash refund rates, and keep response times under 6 hours. Around the clock.
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📌 Case Study #1 | The Beauty Crop (Shopify DTC cosmetics)
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⚡ Maintained a 6-hour average response time, 24/7 across email and Meta channels
⭐ Raised Trustpilot score from 4.4 → 4.7 by using AI to analyze tickets, identify satisfied customers, and trigger review requests at exactly the right moment
🤖 Automated time-sensitive tickets (order changes, address edits, cancellations) to under 2 hours. Zero human bottleneck.
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📌 Case Study #2 | Parade (Gen-Z DTC intimates, $200M valuation)
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💳 Reduced chargeback ratio from 0.8% → 0.5% by building complete dispute files (transaction records, policy screenshots, customer communication PDFs). Win rate went from 35% → 60% in 2 months.
🤖 Deployed a specialized AI agent to interview every customer who filed a chargeback, identify root causes of dissatisfaction, and surface systemic fixes. Result: a measurable lift in overall satisfaction.
📉 Cut refund rate from 25% → 15% through A/B testing CS policies. Shifted the SOP from partial refunds to a structured return process.
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💡 What makes my approach different:
I don't just use helpdesk tools. I configure them to think. With Gorgias, Zendesk, or Shopify Inbox, I build AI-driven tagging, smart macros, and automated flows so your team only touches the tickets that truly need a human. The result: faster resolution, lower costs, and customers who feel heard.
🧰 What I can do for your Shopify store:
✅ Email, live chat & social media support (Instagram, Facebook, TikTok DMs)
✅ Order management: edits, cancellations, refunds, chargebacks. Directly in Shopify Admin.
✅ Gorgias / Zendesk / Freshdesk / Shopify Inbox setup, automation & optimization
✅ AI-assisted ticket triage, priority routing, and dispute file management
✅ Chargeback strategy: documentation, submission, and win-rate optimization
✅ Trustpilot & review strategy (request timing, tone, segmentation)
✅ CS policy A/B testing to reduce refund rates
✅ FAQ pages and help centers to deflect repetitive tickets
✅ Weekly reports: response times, CSAT, chargeback ratios, and improvement actions
✨ Why DTC Shopify brands choose me:
🎓 HEC Paris: analytical rigor and strategic thinking, not just inbox management
🛒 Shopify-native: I work directly inside your ecosystem, no learning curve
🤖 AI-first: I automate what can be automated so you pay me for what actually matters
📈 Proven impact: real metrics from real DTC brands across cosmetics and apparel
If you're a Shopify DTC brand losing money to chargebacks, refunds, or slow response times, let's talk.
👉 Invite me to your job and tell me about your support setup. I'll tell you exactly where AI can save you time and money.
Steps for completing your project
After purchasing the project, send requirements so Florian can start the project.
Delivery time starts when Florian receives requirements from you.
Florian works on your project following the steps below.
Revisions may occur after the delivery date.
Requirement Gathering
Review your existing workflows, SLAs, FAQs, escalation paths, and sample reports. Confirm ticketing software choice (e.g., Zendesk, Freshdesk, or Gorgias).
Base Configuration
Install and configure the helpdesk platform. Connect email support (IMAP/SMTP) and synchronize Shopify order data. Integrate Meta Business Suite (DMs & comments) into the ticket stream.