Senior E-Commerce Customer Support Specialist | Zendesk | Gorgias | Shopify | DT

10+ years of customer support experience across email, chat, and SMS channels for e-commerce and DTC brands. Skilled in de-escalation, retention conversations, refund processing, and delivering empathetic, human-sounding responses at scale.

Primary support channel across all roles. Managed high-volume email queues for multiple DTC brands simultaneously using Zendesk and Gorgias, handling order issues, subscription management, returns, exchanges, and fulfillment escalations with consistent quality and tone.

5+ years managing customer orders, refunds, exchanges, and account updates directly in Shopify. Experienced supporting multiple live Shopify stores simultaneously, including subscription-based DTC brands in wellness and apparel.

5+ years managing high-volume ticket queues for DTC brands using Zendesk. Experienced with macros, triggers, views, and building SOP-based workflows for subscription support. This should be a 5 star, but OLJ only allows 3 skills with 5 star ratings.

Hands-on experience managing order fulfillment workflows, shipping escalations, and carrier disputes across ShipBob and ShipStation. Familiar with OOS resolution, order reallocation, and Canada transfer processes for cross-border shipments.

Supported multiple DTC brands simultaneously, maintaining brand voice and tone consistency across all customer-facing communications. Experienced in adapting support style to match distinct brand identities within the same shift.

Experienced in tracking inventory levels, flagging out-of-stock items, and coordinating reallocation of customer orders based on warehouse availability. Worked closely with operations teams to minimize fulfillment delays.

Handled real-time customer inquiries via live chat for DTC brands, maintaining fast response times without sacrificing quality. Comfortable managing multiple chat threads simultaneously while keeping tone warm and on-brand. This should be 5 start, but OLJ only allows three 5 star per account.

Daily Gorgias user supporting a DTC apparel brand, handling order inquiries, returns, exchanges, and fulfillment escalations. Experienced with Gorgias macros, tagging, ticket organization, and maintaining fast response times across high-volume queues. This should be a 5 star, but OLJ has limit.

Experienced managing helpdesk operations across Zendesk and Gorgias for multiple DTC brands simultaneously. Comfortable building and maintaining ticket workflows, macros, and escalation paths to keep support queues running efficiently with minimal oversight. This should be a 4 stars, but OLJ has limit.