Amara Gloria

I help Shopify and dropshipping brands clear inbox backlogs, meet 12–24 hour SLAs, and maintain 95%+ CSAT through structured, SOP-driven customer support.

If your store is overwhelmed with “Where is my order?”, refunds, returns, and repetitive tickets, I handle it calmly, consistently, and in line with your brand voice, so customers stay satisfied and reviews stay protected.

I work exclusively with e-commerce brands using Shopify, Gorgias, Zendesk, or Freshdesk, supporting both daily operations and high-volume periods.

What I Do Daily:

• Manage high-volume email and live chat support (100+ tickets/day)

• Resolve order tracking, delivery issues, cancellations, refunds, and exchanges

• Apply policies firmly while de-escalating difficult customers

• Maintain SLA targets with zero missed follow-ups

• Document tickets, tag accurately, and escalate correctly

Refunds, Returns & Complaints:

• Policy-based refunds and exchanges

• Revenue-protective responses without upsetting customers

• Clear explanations that reduce chargebacks and repeat tickets

SOP-Driven Support:

• Follow existing SOPs exactly

• Flag gaps and suggest improvements

• Reduce repeat tickets through clarity and documentation

Tools I Use:

Shopify • Gorgias • Zendesk • Freshdesk • Zoho Desk • Intercom • HubSpot • LiveChat • Slack • Google Workspace

Why brands keep me long-term

• Proven Shopify + Gorgias experience

• Strong written English and consistent tone

• Process-driven, reliable, and detail-oriented

• Comfortable with full-time (40 hrs/week) support roles

➤ Available for immediate start, trials, and long-term contracts.

➤ If you need dependable e-commerce customer support that respects SOPs and SLAs, invite me to your job.