You will get dedicated customer support for your Shopify or SaaS business
Project details
Struggling with high ticket volume, low CSAT scores, or technical churn? I help SaaS and e-commerce businesses deliver fast, reliable customer Service and technical support that improves satisfaction, retention, and workflow efficiency.
With 8+ years of experience and 9,500+ hours on Upwork, I provide scalable support solutions using Zendesk, Gorgias, Intercom, and Freshdesk for Shopify and SaaS businesses
I specialise in turning support into a customer retention engine by:
• Raising CSAT scores above 95% through empathetic, accurate support
• Cutting response times by 30%+ with workflow optimization
• Reducing churn through proactive onboarding and customer follow-ups
• Clear documentation, ticket tracking, and escalation handling
• IT Technical Support and troubleshooting across software, accounts, and devices
My approach bridges frontline support and technical troubleshooting, ensuring seamless, positive experiences that keep customers satisfied and loyal. Whether you need email support, live chat response, customer care, helpdesk management, or SaaS user assistance, I can deliver structured, efficient, and professional support tailored to your brand.
With 8+ years of experience and 9,500+ hours on Upwork, I provide scalable support solutions using Zendesk, Gorgias, Intercom, and Freshdesk for Shopify and SaaS businesses
I specialise in turning support into a customer retention engine by:
• Raising CSAT scores above 95% through empathetic, accurate support
• Cutting response times by 30%+ with workflow optimization
• Reducing churn through proactive onboarding and customer follow-ups
• Clear documentation, ticket tracking, and escalation handling
• IT Technical Support and troubleshooting across software, accounts, and devices
My approach bridges frontline support and technical troubleshooting, ensuring seamless, positive experiences that keep customers satisfied and loyal. Whether you need email support, live chat response, customer care, helpdesk management, or SaaS user assistance, I can deliver structured, efficient, and professional support tailored to your brand.
Purpose
BusinessIndustry
Business Services & Consulting, Ecommerce, Retail & Wholesale, Software, TelecommunicationsLanguage
EnglishWhat's included
| Service Tiers |
Starter
$120
|
Standard
$250
|
Advanced
$450
|
|---|---|---|---|
| Delivery Time | 7 days | 14 days | 30 days |
Number of Hours of Work | 10 | 20 | 40 |
Scriptwriting | - | - | - |
Summary Report | - | - | - |
Social Media Replies | - | - | - |
Email Support | - | - | - |
Live Chat Support | - | - | - |
Optional add-ons
You can add these on the next page.
Fast Delivery
+$15 - $25
Additional Hour of Work
+$15Frequently asked questions
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About Josh
Shopify & Customer Support Specialist | Zendesk | Intercom | Gorgias
100%
Job Success
Nairobi, Kenya - 10:41 pm local time
I help SaaS and eCommerce companies reduce ticket volume, improve response times, and keep customers happy.
With experience across Tier 1 / Tier 2 support, Shopify stores, and SaaS platforms, I combine customer service + technical troubleshooting so issues get resolved fast— without endless escalations.
𝗥𝗲𝘀𝘂𝗹𝘁𝘀 𝗱𝗲𝗹𝗶𝘃𝗲𝗿𝗲𝗱 𝗳𝗼𝗿 𝗰𝗹𝗶𝗲𝗻𝘁𝘀:
• 42% faster response times for a team managing 8,000+ monthly tickets
• CSAT improved from 80% to 95%+ and sustained across the full engagement
• 31% reduction in repeat tickets through better workflows, onboarding flows, and knowledge base documentation
𝗛𝗲𝗿𝗲'𝘀 𝘄𝗵𝗮𝘁 𝗜 𝗰𝗼𝘃𝗲𝗿:
𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝘂𝗽𝗽𝗼𝗿𝘁 & 𝗛𝗲𝗹𝗽 𝗗𝗲𝘀𝗸
• 𝗟𝗶𝘃𝗲 𝗰𝗵𝗮𝘁, 𝗲𝗺𝗮𝗶𝗹 & 𝗽𝗵𝗼𝗻𝗲 𝘀𝘂𝗽𝗽𝗼𝗿𝘁 — Zendesk, Intercom, Gorgias, Freshdesk, Help Scout
• 𝗦𝗵𝗼𝗽𝗶𝗳𝘆 𝗼𝗿𝗱𝗲𝗿 𝗺𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁 — tracking, refunds, returns, exchanges
• 𝗧𝗶𝗰𝗸𝗲𝘁 𝗺𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁, 𝗾𝘂𝗲𝘂𝗲 𝗽𝗿𝗶𝗼𝗿𝗶𝘁𝗶𝘇𝗮𝘁𝗶𝗼𝗻 & 𝗦𝗟𝗔 𝗰𝗼𝗺𝗽𝗹𝗶𝗮𝗻𝗰𝗲
• 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗼𝗻𝗯𝗼𝗮𝗿𝗱𝗶𝗻𝗴 & 𝘀𝘂𝗰𝗰𝗲𝘀𝘀 — reducing churn through proactive support
• 𝗖𝗼𝗺𝗽𝗹𝗮𝗶𝗻𝘁 𝗿𝗲𝘀𝗼𝗹𝘂𝘁𝗶𝗼𝗻 & 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗿𝗲𝘁𝗲𝗻𝘁𝗶𝗼𝗻
• 𝗠𝘂𝗹𝘁𝗶𝗰𝗵𝗮𝗻𝗻𝗲𝗹 𝘀𝘂𝗽𝗽𝗼𝗿𝘁 — social media, SMS, WhatsApp, in-app chat
• 𝗖𝗥𝗠 𝗺𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁 — HubSpot, Zoho, Salesforce, HighLevel
𝗧𝗲𝗰𝗵𝗻𝗶𝗰𝗮𝗹 𝗦𝘂𝗽𝗽𝗼𝗿𝘁 (𝗧𝗶𝗲𝗿 𝟭 & 𝗧𝗶𝗲𝗿 𝟮)
• 𝗦𝗮𝗮𝗦 𝗽𝗹𝗮𝘁𝗳𝗼𝗿𝗺 𝘁𝗿𝗼𝘂𝗯𝗹𝗲𝘀𝗵𝗼𝗼𝘁𝗶𝗻𝗴 — bug reporting, integrations, configuration fixes
• 𝗠𝗶𝗰𝗿𝗼𝘀𝗼𝗳𝘁 𝟯𝟲𝟱 & 𝗚𝗼𝗼𝗴𝗹𝗲 𝗪𝗼𝗿𝗸𝘀𝗽𝗮𝗰𝗲 𝗮𝗱𝗺𝗶𝗻𝗶𝘀𝘁𝗿𝗮𝘁𝗶𝗼𝗻 — setup, access control, email configuration
• 𝗥𝗲𝗺𝗼𝘁𝗲 𝗜𝗧 𝘀𝘂𝗽𝗽𝗼𝗿𝘁 — VPN setup, endpoint security, remote desktop via TeamViewer
• 𝗜𝗻𝗰𝗶𝗱𝗲𝗻𝘁 𝗺𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁 — root-cause analysis, repeat-issue prevention
• 𝗧𝗲𝗰𝗵𝗻𝗶𝗰𝗮𝗹 𝗱𝗼𝗰𝘂𝗺𝗲𝗻𝘁𝗮𝘁𝗶𝗼𝗻 — SOPs, knowledge bases, workflow mapping
• 𝗛𝗮𝗿𝗱𝘄𝗮𝗿𝗲 & 𝘀𝗼𝗳𝘁𝘄𝗮𝗿𝗲 𝘁𝗿𝗼𝘂𝗯𝗹𝗲𝘀𝗵𝗼𝗼𝘁𝗶𝗻𝗴 for distributed teams
The combination means your customers get resolved, not redirected.
𝗔𝘃𝗮𝗶𝗹𝗮𝗯𝗹𝗲 𝗶𝗺𝗺𝗲𝗱𝗶𝗮𝘁𝗲𝗹𝘆. 𝗢𝗽𝗲𝗻 𝘁𝗼 𝗮 𝗽𝗮𝗶𝗱 𝘁𝗿𝗶𝗮𝗹 𝘁𝗮𝘀𝗸.
Steps for completing your project
After purchasing the project, send requirements so Josh can start the project.
Delivery time starts when Josh receives requirements from you.
Josh works on your project following the steps below.
Revisions may occur after the delivery date.
Project Kickoff and Information Gathering:
Upon receiving your order, I'll initiate a kickoff meeting to further understand your business, and customer support objectives, and gather the necessary information outlined in the initial requirements.
Training and Familiarization:
Before officially diving into customer interactions, I'll undergo any necessary training on your products, services, and internal systems. This ensures that I am well-versed in the details needed to provide accurate and informed support.