Shopify CX Operations and Retention Specialist | Gorgias
La Union
Hi, I’m a Shopify Customer Experience Specialist with 8+ years of e-commerce support experience. I help Shopify brands manage their inbox efficiently, reduce refunds, and protect their reputation — without sacrificing speed or quality. If you need someone who understands the Shopify backend, subscription tools, fulfillment workflows, and high-volume ticket handling, I can step in immediately. 🛒 Shopify Support I Handle Daily • Order management (edits, cancellations, tracking updates) • Refunds, returns, exchanges, and warranty claims • Subscription management (Recharge) • Shipping delays & fulfillment coordination • Discount code and checkout issues • Payment disputes & chargebacks • Product inquiries & post-purchase support • Escalation management I’ve managed 60–100+ tickets per day while maintaining SLA compliance and professional, brand-aligned communication. 🛠 Shopify Tools I Work With Shopify (Admin & Backend) Gorgias Zendesk Recharge Stay AI Byrd ShipStation Smile Google Workspace CRM systems 🎯 What Makes Me Different I don’t just “answer tickets.” I: • Look for patterns in customer complaints • Flag recurring issues affecting conversions • Improve internal documentation • Protect customer lifetime value • Reduce unnecessary refunds through proper communication I understand that great support increases retention and repeat purchases. 📈 Ideal Clients I work best with: • DTC Shopify brands • Subscription-based stores • Product-based e-commerce brands • Growing stores doing $50k–$500k/month If you want someone reliable, experienced, and proactive — let’s talk.
The Salients, full_time
Feb 2024 to Aug 2026
• Managed daily customer support operations through Gorgias, handling subscription, billing, refund, and order-related concerns while maintaining response times under 1 hour • Executed retention-focused support strategies for cancellation requests, achieving consistent save rates through alternative offers, account adjustments, and customer education • Escalated technical and payment-related concerns efficiently, contributing to faster resolution times and improved customer follow-up workflows • Maintained organized CRM records, conversation tagging, and SLA tracking to support reporting accuracy and team visibility during peak campaigns • Analyzed recurring ticket trends related to refunds, churn, and delivery concerns, helping reduce repetitive inquiries and improve support workflows
Kyo Care, full_time
Aug 2021 to Mar 2026
• Coordinated onboarding schedules, training documentation, and internal administrative workflows for remote operations support • Maintained training databases, spreadsheets, and process documentation with high accuracy and audit readiness • Improved onboarding workflow efficiency by organizing schedules, reducing processing delays, and streamlining internal coordination • Managed internal inbox communication and follow-ups, maintaining timely responses across distributed teams
Curv Group Innovation, full_time
Oct 2017 to May 2023
• Handled 60-100+ daily inquiries through Gorgias and Amazon Seller Central, supporting e-commerce customers across shipping, returns, billing, and product concerns • Processed refunds, subscription updates, replacements, and warranty claims through Shopify and Recharge with high accuracy and SLA compliance • Coordinated with logistics teams to resolve delayed shipments, lost packages, and WISMO concerns, helping reduce repeat follow-ups and escalation volume • Responded to Amazon product reviews and customer concerns, contributing to stronger marketplace ratings and improved customer retention • Escalated technical and payment-related issues to internal teams while maintaining accurate CRM documentation and follow-up tracking • Supported high-volume promotional periods and seasonal campaigns while maintaining customer response standards and operational efficiency