Shopify Customer Support Specialist | E-commerce VA
Samar
E-commerce Virtual Assistant with 2+ years of experience supporting Shopify-based brands through customer support, order management, returns and refunds, and post-purchase operations. Experienced in handling customer inquiries through Gorgias, resolving order-related concerns, processing returns, tracking shipments, and maintaining a positive customer experience across fast-paced e-commerce environments. Comfortable working with international customers and remote teams while maintaining strong communication, attention to detail, and organization. Core Skills: • Shopify • Gorgias • Customer Support • Email Support • Live Chat Support • Order Management • Returns & Refunds • E-commerce Operations • Google Workspace • Shopify Product Management Known for providing professional customer support, resolving issues efficiently, and helping businesses create positive customer experiences.
Australian Brand, part_time
Mar 2025 to Present
Provide customer support for a Shopify-based fashion brand through Gorgias and Shopify. Manage customer inquiries, order tracking, returns, refunds, exchanges, and post-purchase support while maintaining a positive customer experience.
US based Jewelry Brand, full_time
Jun 2024 to Apr 2025
Supported a US-based e-commerce brand by handling customer inquiries, order management, returns, refunds, and order tracking. Assisted with day-to-day customer support operations and maintained accurate order information.
Michaels Store, full_time
Mar 2021 to Apr 2024
Led a team of 8 to 12 agents and monitored KPI performance across daily operations. ● Managed escalation emails and resolved more complex customer concerns before they affected client relationships. ● Coached team members through regular feedback sessions that strengthened service quality and confidence. ● Served as the primary communication point between clients, management, and team members to keep operations aligned.