You will get expert Customer Support Management to scale your CX operations
Rising Talent
Rising Talent
Project details
Looking to scale your customer support without the chaos?
I am a Customer Support Manager with 5+ years of experience helping eCommerce and service-based businesses build reliable, efficient, and customer-centric support operations. I don't just reply to tickets—I build organized, repeatable systems that reduce churn and improve CSAT.
What this project includes:
• Helpdesk Optimization: Setup or refinement of Zendesk, Freshdesk, or Tidio for maximum efficiency.
• Workflow & SOPs: Creation of standard operating procedures and macros so your support voice remains consistent.
• eCommerce Integration: Seamless connection with Shopify for smooth handling of refunds, returns, and order tracking.
• Team Strategy: Setting up clear response time targets and quality assurance metrics.
Whether you need a rock-solid foundation for your support desk or a manager to streamline your daily workflows, I deliver proactive, business-aligned results.
Let’s optimize your customer experience today!
I am a Customer Support Manager with 5+ years of experience helping eCommerce and service-based businesses build reliable, efficient, and customer-centric support operations. I don't just reply to tickets—I build organized, repeatable systems that reduce churn and improve CSAT.
What this project includes:
• Helpdesk Optimization: Setup or refinement of Zendesk, Freshdesk, or Tidio for maximum efficiency.
• Workflow & SOPs: Creation of standard operating procedures and macros so your support voice remains consistent.
• eCommerce Integration: Seamless connection with Shopify for smooth handling of refunds, returns, and order tracking.
• Team Strategy: Setting up clear response time targets and quality assurance metrics.
Whether you need a rock-solid foundation for your support desk or a manager to streamline your daily workflows, I deliver proactive, business-aligned results.
Let’s optimize your customer experience today!
Purpose
BusinessIndustry
Animals & Pets, Arts & Design, Audio Services, Construction, Cryptocurrency & Blockchain, Cybersecurity, Ecommerce, Education, Energy, Fashion & Apparel, Gaming, Hardware & Electronics, Legal, Lifestyle, Media & Entertainment, Medical & Pharmaceutical, Music, Nonprofit, Photography, Real Estate, Religion & Spirituality, Sports & Fitness, Telecommunications, Travel & Tourism, WellnessLanguage
EnglishWhat's included
| Service Tiers |
Starter
$80
|
Standard
$150
|
Advanced
$220
|
|---|---|---|---|
| Delivery Time | 3 days | 5 days | 7 days |
Number of Hours of Work | 5 | 12 | 20 |
Scriptwriting | - | - | - |
Summary Report | - | ||
Social Media Replies | - | - | |
Email Support | |||
Live Chat Support | - |
Frequently asked questions
2 reviews
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SA
Saad A.
Jun 20, 2026
Freshdesk Setup Audit & Support Team Management
Mashood was incredible to work with! Our eCommerce business was struggling with a rushed Freshdesk setup, tickets were falling through the cracks, and our queue was unassigned and messy. Mashood came in, conducted a thorough audit, and implemented auto-assignment rules, clear SLA policies, and escalation workflows that completely fixed our process. He also helped manage our support agents to improve our CSAT. He is highly technical, but communicates in a very clear, non-technical way. Our team is finally organized under someone who actually handles your business well. I look forward to working with him again and highly recommend his expertise!
LA
Liaqat A.
Jul 5, 2022
Email customer support
Mashood has done an amazing job and we will continue to work with him for the foreseeable future!
About Mashood
Customer Support Manager | CX Operations | Helpdesk & Team Management
Rawalpindi, Pakistan - 8:08 am local time
What I bring to your business:
🔹 Customer Support Operations — End-to-end ticket handling, escalation management, and quality assurance across email, live chat, and messaging channels.
🔹 Helpdesk Management — Hands-on experience with Zendesk, Freshdesk, Freshchat, LiveChat, and Tidio — setting up, managing, and optimizing support systems for speed and efficiency.
🔹 eCommerce Support — Order management, refunds, returns, and customer communication via Shopify, keeping your post-purchase experience smooth and your reviews positive.
🔹 Team & Project Management — Coordinating support workflows, maintaining SOPs, and ensuring your team hits response time and CSAT targets consistently.
🔹 CRM & Tool Proficiency — Experienced with Talkto, Tidio, Freshdesk, Freshchat, LiveChat, Zendesk, and Shopify — quick to adapt to new platforms and processes.
I don't just respond to customers — I build organized, repeatable support systems that reduce churn, improve response times, and make your operations run without constant follow-up. My approach is proactive, communication-first, and always aligned with your business goals.
If you're looking for a reliable, professional Customer Support Manager who treats every customer like they matter, let's connect. I'm ready to hit the ground running.
📩 Send me a message or invite me to your job, let's talk about how I can help your business grow.
Steps for completing your project
After purchasing the project, send requirements so Mashood can start the project.
Delivery time starts when Mashood receives requirements from you.
Mashood works on your project following the steps below.
Revisions may occur after the delivery date.
Kickoff & Access Sharing
I will review your requirements, target metrics, and grant secure access to your helpdesk or Shopify store.
Helpdesk Setup & Audit
I will configure your workflows, tags, automated views, and integrate required channels/apps.