You will get Ecommerce customer service manager for your support team
Project details
I will help manage and improve your ecommerce customer service operation by reviewing your support process, identifying workflow gaps, improving customer communication, and helping organize your support team or inbox.
This service is ideal for ecommerce brands that need a customer service manager to help with support workflows, SOPs, macros, escalation rules, inbox structure, QA review, customer issue trends, and support reporting.
I can help review common ecommerce issues such as WISMO, shipping delays, refunds, cancellations, address changes, damaged items, missing items, subscription concerns, charge questions, and general order issues.
This is a fixed-price management package, not a full-time support role. Each package includes a set number of work hours during a 7-day project period:
Starter includes up to 4 total hours.
Standard includes up to 8 total hours.
Advanced includes up to 16 total hours.
If you need ongoing customer service management after the project, we can continue with an hourly or monthly arrangement.
This service is ideal for ecommerce brands that need a customer service manager to help with support workflows, SOPs, macros, escalation rules, inbox structure, QA review, customer issue trends, and support reporting.
I can help review common ecommerce issues such as WISMO, shipping delays, refunds, cancellations, address changes, damaged items, missing items, subscription concerns, charge questions, and general order issues.
This is a fixed-price management package, not a full-time support role. Each package includes a set number of work hours during a 7-day project period:
Starter includes up to 4 total hours.
Standard includes up to 8 total hours.
Advanced includes up to 16 total hours.
If you need ongoing customer service management after the project, we can continue with an hourly or monthly arrangement.
Industry
EcommerceWhat's included
| Service Tiers |
Starter
$95
|
Standard
$189
|
Advanced
$379
|
|---|---|---|---|
| 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
Shopify & eCommerce CX Manager | Zendesk, Gorgias & AI Automation
Metro Manila, Philippines - 11:10 pm local time
I fix all of that. Then I automate it so it doesn't break again.
I'm Patrick — a Shopify & eCommerce Customer Service Manager and AI-Powered Operations Specialist with 26 years in customer service and 11 years leading Shopify and DTC support teams. I've run everything from 2-person stores to high-volume brands handling 1,500+ tickets a day with teams of up to 30 agents. I've cut first response times from 24 hours to 2, and built support departments from zero to fully independent.
What makes me different from most CS managers: I don't just manage your support — I build the system that runs it. For every support pain point, I find an AI solution. I've built internal support portals in Lovable, automated Zendesk and Gorgias workflows, created full SOP libraries with Claude and ChatGPT, and built real-time reporting dashboards for leadership.
‣ WHAT I DO
• Shopify & eCommerce Customer Support — email, live chat, and phone that retains customers, not just closes tickets
• Zendesk & Gorgias Setup — macros, triggers, automations, and full workflow builds from scratch
• Order & Dispute Management — chargebacks, Shopify refunds, Stripe disputes, returns, WISMO, and carrier escalations
• AI-Powered SOP Development — knowledge bases your team actually follows, built with Claude and ChatGPT
• Help Desk Optimization — ticket triage, queue management, and cleaning up neglected helpdesk setups
• Team Building & Training — hire, onboard, train, and manage remote support agents with clear KPIs
• Reporting & Dashboards — response times, CSAT, refund trends, and productivity, reported to leadership weekly
‣ REAL RESULTS
• Cut response time from 24 hours to 2 hours
• Brought first resolution time 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
‣ TOOLS & PLATFORMS
Helpdesk: Zendesk, Gorgias, Intercom, Freshdesk
AI: ChatGPT, Claude, Lovable
Marketplaces: Shopify, Amazon Seller Central, eBay, Walmart
Comms & Reporting: Slack, Microsoft Teams, Google Workspace, custom KPI dashboards
‣ THIS IS A GOOD FIT IF
• Your response times are over 12 hours and 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 support operation hasn't kept up
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 your store, support tools, SOPs, policies, and current customer service workflow
IDENTIFY
Identify common customer issues, workflow gaps, escalation problems, and support bottlenecks