You will get expert Shopify customer support and eCommerce ticket management
Rising Talent
Rising Talent
Project details
Looking to keep your eCommerce buyers thrilled while freeing up your time? As an experienced Shopify Customer Support Manager, I will handle your daily helpdesk operations and ensure your buyers receive fast, empathetic responses.
What I will do for your store:
• Shopify Order Management: Process cancellations, issue refunds, and manage returns smoothly.
• Ticket Handling & Live Chat: Manage customer inquiries across email and chat using Zendesk, Freshdesk, Tidio, or Freshchat.
• WISMO Solutions: Drastically reduce response times for "Where Is My Order?" inquiries by proactively tracking packages.
• Escalation Management: Professionally resolve complex complaints before they turn into negative reviews or chargebacks.
With over 5 years of dedicated CX experience, I don't just clear tickets—I protect your store's reputation, maintain high CSAT scores, and reduce customer churn.
Choose the tier that best fits your current ticket volume, or send me a message for a custom offer. Let's streamline your Shopify customer service today!
What I will do for your store:
• Shopify Order Management: Process cancellations, issue refunds, and manage returns smoothly.
• Ticket Handling & Live Chat: Manage customer inquiries across email and chat using Zendesk, Freshdesk, Tidio, or Freshchat.
• WISMO Solutions: Drastically reduce response times for "Where Is My Order?" inquiries by proactively tracking packages.
• Escalation Management: Professionally resolve complex complaints before they turn into negative reviews or chargebacks.
With over 5 years of dedicated CX experience, I don't just clear tickets—I protect your store's reputation, maintain high CSAT scores, and reduce customer churn.
Choose the tier that best fits your current ticket volume, or send me a message for a custom offer. Let's streamline your Shopify customer service today!
Industry
Arts, Business, Consumer Goods, Cryptocurrency & Blockchain, Cybersecurity, Ecommerce, Education, Environmental, Financial Services/Banking, Games, Government & Public Sector, Health & Wellness, Hospitality & Tourism, Insurance, Kids & Family, Legal, Logistics & Supply Chain Management, Manufacturing, Media & Entertainment, News, Real Estate, Retail & Wholesale, Society & Culture, Sports & Recreation, Technology & Internet, Transportation & AutomotivePlatform
PrestaShop, Shopify, WooCommerceLanguage
EnglishWhat's included
| Service Tiers |
Starter
$50
|
Standard
$150
|
Advanced
$400
|
|---|---|---|---|
| Delivery Time | 2 days | 5 days | 7 days |
Number of Hours of Work | 5 | 15 | 40 |
2 reviews
(2)
(0)
(0)
(0)
(0)
This project doesn't have any reviews.
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 - 5:24 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.
Which helpdesk tools are you familiar with?
I am highly proficient in Zendesk, Freshdesk, Tidio, Freshchat, LiveChat, and Talkto. If you use a different platform, I can easily adapt to your current workflow.
Can you help create support templates or macros?
Absolutely. If you don't have existing SOPs, I can write clear, professional canned responses for common questions (refunds, shipping delays) to speed up our future response times.