You will get Customer Support Systems: CRM Setup, SOPs & Workflow Optimization
Rising Talent
Rising Talent
Project details
I will set up or clean up your CRM, document your customer support processes into clear SOPs, and build workflows that help your support run smoothly as you scale so nothing falls through the cracks even when your ticket volume grows. Perfect for founders who are ready to move from chaotic inboxes to an organized, scalable support system.
Purpose
BusinessLanguage
EnglishWhat's included
| Service Tiers |
Starter
$35
|
Standard
$100
|
Advanced
$250
|
|---|---|---|---|
| Delivery Time | 5 days | 10 days | 18 days |
Number of Hours of Work | 10 | 20 | 35 |
Scriptwriting | - | - | - |
Summary Report | - | - | - |
Social Media Replies | - | - | - |
Email Support | - | ||
Live Chat Support |
Frequently asked questions
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GW
Giselle W.
Aug 19, 2026
100 Needed for Reading/Response Project - Branch (Aug 2026)
Felicity brought both dedication and a positive attitude to the project, making the experience enjoyable.
About Felicity
Shopify Customer Support | Email & Live Chat | Ecommerce Brands
Enugu, Nigeria - 8:08 am local time
Your customer inbox is growing faster than your team can respond. Orders need tracking, refund requests keep coming in, shipping delays become complaints, and the same questions are answered repeatedly.
You don't just need someone to reply to emails, you need a Shopify Customer Support Specialist who takes ownership, keeps your Help Desk and CRM organized, resolves issues professionally, and improves your support processes. That's exactly what I do.
RESULTS I'VE DELIVERED
✓ Restored 95%+ first-response consistency after taking over a backlogged Shopify support inbox.
✓ Reduced recurring ticket resolution time by 20% through macros and workflow improvements.
✓ Maintained 100% CRM and Shopify order accuracy.
✓ Reduced repeat customer inquiries by 25% through FAQ and Knowledge Base improvements.
✓ Managed 50+ daily customer interactions across Email Support and Live Chat while maintaining high quality customer service.
HOW I HELP SHOPIFY & ECOMMERCE BRANDS:
I provide end-to-end Customer Support and Customer Service for Shopify stores, Ecommerce brands, Direct-to-Consumer (DTC) businesses, Dropshipping stores, and business companies.
◆ Email Support: Full inbox management from first response to resolution, covering order inquiries, product questions, complaint handling, escalations, and follow-ups, with fast, professional, brand-consistent communication that keeps response times low and customers informed.
◆ Live Chat Support: Real-time customer assistance across Shopify, Gorgias, Zendesk, and similar helpdesk platforms, resolving order status questions, sizing and product inquiries, and pre-purchase concerns instantly, reducing cart abandonment and improving first-contact resolution.
◆ Order Management: End-to-end order support including tracking updates, address changes, order modifications, cancellations, delayed shipment communication, and WISMO ("Where Is My Order?") resolution, keeping customers informed before they have to ask.
◆ Returns, Refunds & Exchanges: Full processing of refunds, exchanges, cancellations, and return requests in Shopify, including damaged and warranty claims, with accurate documentation and clear customer communication that reduces disputes and chargebacks.
◆ Chargebacks & Disputes: Compiling order evidence, tracking numbers, and communication records to respond to payment disputes accurately and on time, protecting revenue while keeping the process transparent for the customer.
My services include:
➜ Shopify Customer Support
➜ Email Support
➜ Live Chat Support
➜ Customer Service
➜ Customer Experience
➜ Help Desk & Ticket Management
➜ CRM Management
➜ Customer Inquiry Resolution
➜ Order Management
➜ Order Tracking & Shipping Updates
➜ WISMO ("Where Is My Order?") Resolution
➜ Returns, Refunds & Exchanges
➜ Warranty & Damaged Order Resolution
➜ Chargebacks & Payment Disputes
➜ Subscription Support
➜ Product Questions & Pre-Purchase Assistance
➜ Customer Follow-Ups
➜ Order Fulfillment
➜ Shopify Product Listing
➜ Customer Documentation
➜ FAQ & Knowledge Base Management
➜ Workflow & Process Improvements
INDUSTRIES I SUPPORT AS A CUSTOMER SERVICE AGENT:
Fashion • Beauty • Health & Wellness • Home & Living • Jewelry • Pet Brands • Subscription Ecommerce • Dropshipping • DTC
I'm proficient in tools like: Shopify, Gorgias, Zendesk, Reamaze, Richpanel, Freshdesk, Intercom, HubSpot, Zoho CRM, Slack, Google Workspace, Microsoft Office, and Calendly.
AI Productivity: ChatGPT, Claude, Gemini.
I pick up new platforms quickly and I'm always open to learning what your specific setup requires.
WHY YOU SHOULD HIRE ME
• Shopify & Ecommerce Customer Support
• Email Support & Live Chat
• Order Management & Order Fulfillment
• Help Desk Operations & CRM Management
• Returns, Refunds, Exchanges & Chargeback Resolution
• Shopify Product Listing & Store Management
At the core of my work are ownership, accuracy, professionalism, and long-term partnership. I take pride in representing every brand I support as if it were my own, so I'm your sure bet if you're looking for a dependable, proactive customer support specialist who will stick with your business and grow alongside it.
If you're looking for a Shopify Customer Support Specialist, Ecommerce Customer Support Representative, Customer Service Representative, Email Support Specialist, Live Chat Agent, Help Desk Specialist, CRM Specialist, Customer Experience Specialist, Shopify Virtual Assistant, or Customer Support Professional who genuinely cares about your customers as much as you do, I'd love to be part of your team.
I'm available for both short-term projects and long-term partnerships.
Send me a message or invite me to your job. I'd love to discuss how I can support your team.
Steps for completing your project
After purchasing the project, send requirements so Felicity can start the project.
Delivery time starts when Felicity receives requirements from you.
Felicity works on your project following the steps below.
Revisions may occur after the delivery date.
Audit your current setup
I review your existing CRM, help desk, and support processes (or lack of them) to identify gaps, inefficiencies, and quick wins before making any changes.
Build & document your system
I set up or optimize your CRM, create ticket workflows and automation rules, and document everything in clear SOPs your team can follow and reuse.