Ernida

Customer Support Manager, Shopify, Gorgias, E-commerce, SaaS & other CRMs

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Overview

Looking for full-time work (8 hours/day)

at $8.19/hour ($1,600.00/month)

Bachelors degree

Last Active

August 29th, 2026 (5 days ago)

Member Since

November 11th, 2012

Profile Description

I am open to work.

I am a Customer Support Manager and E-commerce Customer Service Specialist with more than 20 years of customer service experience, including over 10 years working remotely with international businesses in the United States, United Kingdom, and Australia.

I help Shopify, e-commerce, SaaS, subscription, coaching, and online retail companies deliver organised, consistent, and customer-focused support. I have experience building customer support departments, managing distributed teams of up to 10 agents, handling complex escalations, monitoring KPIs, conducting quality assurance reviews, coaching agents, and improving daily support operations.

My customer support experience covers email, live chat, phone, social media, and community moderation. I can manage the complete customer journey, including:

Customer enquiries and technical support
Shopify order management and fulfilment
Order changes and cancellations
Returns, refunds, replacements, and exchanges
Billing and subscription concerns
Shipping delays, lost packages, and tracking enquiries
Chargebacks and payment disputes
Customer retention and de-escalation
Escalation management
Customer satisfaction and CSAT improvement
Help Centre and knowledge-base management
SOP, workflow, FAQ, and training-material development
Agent coaching, KPI monitoring, and quality assurance

I am highly experienced with customer support platforms such as Gorgias, Zendesk, Freshdesk, Intercom, Help Scout, HubSpot, Re: amaze, Trengo, ---------- , Zoho CRM, and GoHighLevel.

My e-commerce and subscription platform experience includes Shopify, WooCommerce, BigCommerce, Magento, Wix, Weebly, Salesforce Commerce Cloud, Kajabi, Recharge, and Loop. I have also worked with Amazon Seller Central, Etsy, eBay, Shopee, Lazada, AliExpress, Printful, Printify, ShipStation, Stripe, Klarna, Klaviyo, Mailchimp, Slack, Asana, Trello, ClickUp, and ---------- .

I have supported beauty, health and wellness, fashion, subscription, print-on-demand, SaaS, coaching, education, entertainment, and online community brands. I understand how to balance customer satisfaction with company policies, fulfilment limitations, retention goals, and operational requirements.

I can work independently as a Customer Support Specialist or take ownership of a complete support operation as a Customer Service Manager, Customer Support Team Lead, E-commerce Customer Service Lead, Customer Experience Manager, or Customer Support Operations Manager.

If you need someone who can handle customers professionally, organise your support workflows, coach your agents, manage escalations, and improve your overall customer experience, I would be happy to support your business.

Top Skills

Professional Services » Management Services » Customer Support Management

Experience: 5 - 10 years

With over 16 years of experience in Customer Support and more than 6 years in Customer Support Management, I help ecommerce and online businesses build efficient support operations that improve customer satisfaction, increase retention, and streamline day-to-day workflows. My expertise goes beyond answering customer inquiries. I specialize in managing customer support teams, optimizing support processes, developing SOPs and knowledge bases, handling complex escalations, improving response times, and creating systems that help businesses scale efficiently. I have successfully supported startups, fast-growing ecommerce brands, SaaS companies, and established online businesses by combining exceptional customer service with strong operational leadership. My core expertise includes: • Customer Support Management • Customer Experience (CX) Strategy • Customer Success & Retention • Team Leadership, Coaching & Performance Management • Operations & Workflow Optimization • SOP & Knowledge Base Development • Escalation & Complaint Resolution • Email, Live Chat & Phone Support • Ecommerce Customer Support • Shopify & Gorgias Support • Order Management, Shipping, Returns & Refunds • Fraud Prevention & Chargeback Resolution • Process Improvement & Quality Assurance • Cross-functional Team Collaboration • KPI Tracking & Performance Reporting Throughout my career, I have worked with recognized ecommerce and digital brands including KILLSTAR, UKLASH, Reveel Entertainment, Muscle Mat, Cabana & Straw, Kansona Design, Mindful Health, Wish, Royal Portraits, and many other online businesses. What sets me apart is my ability to combine leadership, customer experience, and operations into one role. I don't just manage support tickets. I build systems, improve workflows, coach teams, solve operational challenges, and create customer experiences that drive loyalty and long-term business growth. If you're looking for a proactive Customer Support Manager who can lead teams, improve processes, strengthen customer relationships, and help your business scale, I'd love to be part of your team.

Customer Support » Ecommerce

Experience: 5 - 10 years

I provide professional customer support through email, live chat, phone, and social media. I resolve customer enquiries, order concerns, billing issues, technical problems, and complaints using clear, empathetic, and solution-focused communication. My ecommerce experience includes: • Shopify Store Support • Gorgias, Zendesk, Freshdesk & Help Scout • Email & Live Chat Customer Support • Facebook & Instagram Customer Messaging • Order Processing & Fulfillment Support • Returns, Exchanges & Refund Management • Shipping, Tracking & Delivery Resolution • Product Knowledge & Sales Support • Customer Retention & Satisfaction • Chargeback & Payment Dispute Assistance • Review Management & Customer Follow-ups • Knowledge Base & Help Center Updates

Customer Support » Customer Service » Gorgias

Experience: 5 - 10 years

I use Gorgias to manage customer enquiries across email, chat, and social media. I organise tickets, apply tags and macros, review Shopify information, handle escalations, and maintain accurate customer records.

Other Skills

Marketing » CRM » Freshdesk

Experience: 5 - 10 years

I use Freshdesk for ticket management, customer communication, escalation tracking, reporting, and Help Centre administration. I have experience creating and managing knowledge-base content and organising support workflows for multiple brands.

Customer Support » Ecommerce » Shopify

Experience: 5 - 10 years

I use Shopify for customer service and e-commerce operations, including order review, fulfilment monitoring, customer-account support, discounts, cancellations, refunds, returns, exchanges, and shipping investigations. I can coordinate Shopify information with helpdesk and fulfilment platforms.

Marketing » Sales » Order Management

Experience: 5 - 10 years

I manage the complete order lifecycle, including order verification, processing, changes, cancellations, fulfilment, tracking, delivery follow-ups, returns, replacements, and refunds. I coordinate with customers, warehouses, fulfilment partners, and couriers.

Customer Support » Product Knowledge

Experience: 5 - 10 years

I create, organise, and update FAQs, Help Centre articles, internal guides, troubleshooting instructions, templates, and customer-facing resources. These materials help customers find answers independently and help agents provide consistent information.

Customer Support » Chat Support

Experience: 5 - 10 years

I provide efficient real-time assistance through live chat while managing multiple customer conversations. I identify the customer’s concern, provide accurate solutions, document the interaction, and escalate complex issues when necessary.

Basic Information

Age: 48

Gender: Female

Website: Sign Up with Pro Account to View

Address: Antipolo, Rizal

Tests Taken: IQ
Score: 93: DISC
Dominance: 49
Influence: 46
Steadiness: 77
Compliance: 67: English
C1(Advanced)

Government ID: Sign Up with Pro Account to View

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BENCHMARKS

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Controller Execution Time ( Jobseekers / Info )	0.0394
Total Execution Time	0.0409

GET DATA

No GET data exists

MEMORY USAGE

1,688,856 bytes

POST DATA

No POST data exists

URI STRING

jobseekers/info/110349

CLASS/METHOD

jobseekers/info

DATABASE: onlinejobs (Jobseekers:$db) QUERIES: 29 (0.0274 seconds) (Show)

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0.0002	`SELECT user_level, rebill_date, jobseekers_seen, jobseekers_seen_override from employers WHERE employer_id = ''`
0.0003	`SELECT * FROM notes WHERE employer_id = '0'`

HTTP HEADERS (Show)

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