You will get Helpdesk Setup and Configuration | Zendesk, Gorgias, Intercom or Freshdesk
Rising Talent
Project details
Get your customer support helpdesk set up properly from day one. I will configure your Zendesk, Gorgias, Freshdesk, or Intercom account with a clean ticket structure, organized views, and ready to use macros so your support team can start handling customer inquiries immediately without wasting time on messy setups.
What is included in this setup:
Ticket structure configuration tailored to your business and support volume. Custom views organized by priority, status, channel, and team. Macros built for your most common customer scenarios including refunds, order inquiries, billing questions, and complaints. Tag system setup for clean ticket categorization and reporting. Basic SLA configuration for response time targets.
Based on 5 years of hands on experience using Zendesk, Gorgias, Freshdesk, and Intercom daily across ecommerce, fintech, and SaaS support operations handling 60 to 80 tickets per day with 85 percent plus CSAT scores.
Who this is for:
Ecommerce brands and Shopify stores setting up customer support for the first time. SaaS companies switching from email to a proper helpdesk tool. Any business that bought Zendesk or Gorgias and never properly configured it.
What is included in this setup:
Ticket structure configuration tailored to your business and support volume. Custom views organized by priority, status, channel, and team. Macros built for your most common customer scenarios including refunds, order inquiries, billing questions, and complaints. Tag system setup for clean ticket categorization and reporting. Basic SLA configuration for response time targets.
Based on 5 years of hands on experience using Zendesk, Gorgias, Freshdesk, and Intercom daily across ecommerce, fintech, and SaaS support operations handling 60 to 80 tickets per day with 85 percent plus CSAT scores.
Who this is for:
Ecommerce brands and Shopify stores setting up customer support for the first time. SaaS companies switching from email to a proper helpdesk tool. Any business that bought Zendesk or Gorgias and never properly configured it.
Project Type
Customer SupportWhat's included
| Service Tiers |
Starter
$150
|
Standard
$250
|
Advanced
$400
|
|---|---|---|---|
| Delivery Time | 2 days | 5 days | 7 days |
Number of Revisions | 1 | 2 | 5 |
3 reviews
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Naeem R.
May 26, 2026
Customer Support Specialist For E-commerce DTC Brand
Umer and his team did a really good job handling customer support for our e-commerce brand. Communication was smooth, responses were professional, and they handled customer issues efficiently.
They were reliable, easy to work with, and completed everything as expected. Overall, a great experience working with them and I’d recommend them for customer support work.
They were reliable, easy to work with, and completed everything as expected. Overall, a great experience working with them and I’d recommend them for customer support work.
YI
Yasr I.
May 24, 2026
Customer Service Representative For Fintech
Umer did a great job as a Customer Service Representative for our fintech company. He was professional, responsive, and handled customer issues efficiently with a positive attitude. Communication was clear, work quality was excellent, and he managed support tasks independently and reliably.
Highly recommended, and I’d be happy to work with him again.
Highly recommended, and I’d be happy to work with him again.
HB
Heer B.
May 22, 2026
Customer Support Agent Needed For SaaS
Working with Umer was honestly a great experience. He handled customer support professionally, stayed calm under pressure, and communicated with customers in a very respectful and helpful way. His response time was quick, and he understood fintech-related issues really well, especially payment concerns and customer handling.
He’s reliable, easy to work with, and takes responsibility for the work instead of needing constant follow-ups. You can tell he genuinely cares about customer satisfaction and representing the business properly.
He’s reliable, easy to work with, and takes responsibility for the work instead of needing constant follow-ups. You can tell he genuinely cares about customer satisfaction and representing the business properly.
About Umer
Customer Support Specialist | Zendesk & Gorgias | Email, Chat & Calls
100%
Job Success
Faisalabad, Pakistan - 7:35 am local time
Let me share a recent experience: A customer reached me on live chat after her order showed as “delivered,” but she hadn’t received it. She was frustrated and unsure what to do next.
Instead of sending a generic response, I reviewed the tracking details and clearly explained what likely happened in simple terms. I also guided her step-by-step on how to raise a proper investigation with the carrier and what to expect next.
By the end of the conversation, her frustration turned into clarity because she understood the situation and the exact next steps instead of feeling ignored. That’s my approach to customer support: clear communication, real empathy, and no copy
I am a Customer Support Specialist focused on delivering high-quality, fast, and professional customer service across email support, live chat support, live call support, ticket management, and social media customer service. My goal is not just to reply to customers but to ensure every interaction improves customer satisfaction, retention, and brand trust.
I specialize in building and managing scalable customer support systems for ecommerce brands, SaaS companies, fintech platforms, subscription businesses, and fast-growing startups.
Most businesses lose customers not because of their product, but because of poor support experiences delayed responses, unclear communication, and lack of proper issue resolution. I focus on fixing that by providing structured, efficient, and human-centered customer support operations.
I have 5+ years of experience working in high-volume support environments, including platforms such as Revolut, Walmart, UberEats, Western Union, and Whop, where I handled customer inquiries, escalations, refunds, account issues, and real-time support across multiple channels.
What I do as a Customer Support Specialist:
Email Support & Customer Communication:
• Managing high-volume inboxes with fast response times
• Clear, professional, and brand-aligned replies
• Handling complaints, inquiries, and escalations
• Subscription, billing, and account support
Live Chat Support:
• Real-time customer assistance and issue resolution
• Fast, accurate responses with a human tone
• Product guidance and order support
• De-escalation of frustrated or angry customers
Live Call Support
• Handling inbound customer calls professionally
• Resolving urgent issues in real-time
• Clear communication and problem-solving under pressure
• Maintaining brand tone during live conversations
Ticket Management & Helpdesk Support
• End-to-end ticket handling and resolution
• Proper categorization, prioritization, and escalation
• SLA-based support workflows
• Maintaining structured customer support systems
Tools I work with:
Zendesk, Gorgias, Freshdesk, Intercom
Ecommerce Customer Support (Shopify & DTC Brands)
• Order tracking and fulfillment support
• Refunds, returns, replacements, and cancellations
• Chargeback handling and dispute resolution
• Customer inquiry management for products and delivery
Social Media Customer Service
• Handling customer complaints on public platforms
• Managing messages on Facebook, Instagram, and X (Twitter)
• Protecting brand reputation through professional communication
• Turning negative experiences into positive outcomes
CRM & Administrative Support
• Updating CRM systems and customer records
• Managing logs, reports, and internal documentation
• Organizing workflows using tools like Notion and Google Workspace
• Supporting internal operations and communication tracking
Industries I Work With:
• Ecommerce (Shopify, DTC brands)
• SaaS companies
• Fintech platforms
• Subscription-based businesses
• Online marketplaces
• Fast-growing startups
Tools & Platforms I Use:
Zendesk | Gorgias | Freshdesk | Intercom | Shopify Admin | Slack | Google Workspace | Notion
I can quickly adapt to any new system or workflow with minimal onboarding time.
My Approach:
I don’t rely on scripts or robotic responses. Instead, I focus on:
• Human and empathetic communication
• Fast and accurate problem resolution
• Customer-first thinking
• Clear and structured responses
• Brand consistency in every interaction
Every customer message is an opportunity to build trust, improve retention, and strengthen the brand experience.
What You Can Expect:
• Faster response times and improved support efficiency
• Higher customer satisfaction and retention rates
• Professional handling of escalations and complaints
• Organized and scalable support operations
I am currently available and ready to join your team immediately.
If you are looking for a reliable Customer Support Specialist who understands both customer psychology and support operations, I can help you build a smooth, efficient, and professional customer experience across all channels.
Steps for completing your project
After purchasing the project, send requirements so Umer can start the project.
Delivery time starts when Umer receives requirements from you.
Umer works on your project following the steps below.
Revisions may occur after the delivery date.
Understanding Requirements.