You will get Full-Stack Ecommerce Customer Support and Technical VA to Boost CSAT
Project details
You’ll get an expert-level Customer Support partner who can jump straight into your Shopify, SaaS, or gaming inbox, slash first-reply time, and turn support into a profit center. With 7+ years in Zendesk, Gorgias, and Freshdesk, I’ve lifted CSAT to 95%, cut repeat tickets by 20%, and boosted AOV through smart upsells. I combine empathetic writing with tech know-how, troubleshooting, or digging through logs, while documenting every fix so your team scales smoothly. High-spec workstation, 100 Mbps fiber, and weekend availability mean your customers are covered 24/7.
Purpose
BusinessIndustry
Animals & Pets, Ecommerce, Gaming, Hardware & Electronics, Media & Entertainment, WellnessLanguage
EnglishWhat's included
| Service Tiers |
Starter
$40
|
Standard
$300
|
Advanced
$1,300
|
|---|---|---|---|
| Delivery Time | 1 day | 7 days | 30 days |
Number of Hours of Work | 8 | 56 | 200 |
Scriptwriting | - | - | |
Summary Report | - | ||
Social Media Replies | - | ||
Email Support | |||
Live Chat Support |
Frequently asked questions
About Umar
Ecommerce Customer Service/ Virtual Assistant/ Technical Support Rep
Islamabad, Pakistan - 11:55 pm local time
I'm Umar Riaz, and for 7+ years I've helped SaaS platforms, e-commerce stores, and tech startups transform their customer experience from reactive support into proactive advocacy. My approach is simple: treat every interaction as an opportunity to exceed expectations and build lasting relationships.
What I Deliver
✅ 95+% Customer Satisfaction - consistently maintained across multiple platforms
✅ 30% faster resolution times - through optimized workflows and clear communication
✅ 70-90 daily interactions - via email, chat, phone, and social media
✅ 100% CSAT rating - for consecutive months (verified at Autymate)
My Expertise Includes
- Customer Support Excellence
- Omnichannel support (email, live chat, phone, social media)
- Order management, returns, exchanges, and dispute resolution
- Technical troubleshooting and escalation management
- Subscription billing and account management
Tools I Use Day One
Customer Service: Zendesk • Gorgias • Freshdesk • Intercom • Help Scout • LiveChat • Tidio • Crisp
Ecommerce Platforms: Shopify • WooCommerce • Magento • BigCommerce • Amazon Seller Central
CRM & Sales: HubSpot • Salesforce • Apollo • Zoho • Cloze
Communication: Slack • Microsoft Teams • Zoom • Discord • WhatsApp Business
Project Management: Asana • Monday.com • ClickUp
Payment Processing: Stripe • PayPal • Square • Klarna
Technical Support: Zoom • TeamViewer • AnyDesk • LogMeIn • Jira
Scheduling: Calendly • Bookly • Google Calendar
Beyond Support - Strategic Growth
- SOP creation and knowledge base development
- Team training and onboarding for new agents
- Data analysis to identify churn risks and upsell opportunities
- Executive admin support and C-suite calendar management
Why Choose Me?
- Proven Track Record: Employee of the Month multiple times for perfect metrics
- Growth-Oriented: Built support teams from zero and designed scalable workflows
- Data-Driven: Use analytics to continuously improve processes and outcomes
- Calm Under Pressure: Specialized in de-escalating difficult situations with empathy
Ready to Start
👉 Available 40+ hours/week with US/UK time zones flexibility
👉 Remote-ready with professional setup
👉 Open to long-term partnerships
👉 New to Upwork but bringing 7+ years of proven expertise
Let's turn your customer service from a cost center into a competitive advantage.
Ready to discuss how I can help reduce your support burden while increasing customer loyalty? Send me a message and let's explore how we can grow your business together.
Steps for completing your project
After purchasing the project, send requirements so Umar can start the project.
Delivery time starts when Umar receives requirements from you.
Umar works on your project following the steps below.
Revisions may occur after the delivery date.
You connect daily/weekly with the client.
Connect with the client/team, hold myself accountable to make sure everything is running in the right direction, which eventually boosts not only productivity, but also a smooth workflow and generates revenue.