Susmita A. Pacas

Hi! I'm Susmita – a Top-Rated Customer Support Agent and Highly Commended Team Leader with over 8 years of experience in e-commerce, SaaS, and website support. I’ve led efficient helpdesk teams and provided front-line support for Shopify merchants using apps like Debutify and a well-known Shopify Theme and Review App—helping businesses deliver fast, reliable, and professional customer service.

Recognized as a Top Team Leader and Top L1 Helpdesk Specialist, I consistently surpassed CSAT goals and improved resolution times. I specialize in account management calls, live chat and email support, website issue resolution, app setup, and performance reporting. I approach every task with professionalism, empathy, and a focus on results.

Whether I’m supporting end-users, managing escalations, or tracking KPIs, I bring a calm, professional, and solution-oriented approach to every interaction.

Let’s work together to deliver smooth, consistent customer support and efficient backend operations.

Need help quickly? Send me your task list or a Loom video—I'm ready to jump in.

Services I Offer:

• Live Chat, Email & Voice Support

• Account Management Calls

• Shopify & Website Troubleshooting

• Review App Tech Support (Setup & Issue Resolution)

• Helpdesk Ticket Management (Zendesk, Intercom, ClickUp)

• Customer Service Reports, Tracking, and KPI Monitoring

• Team Support, Training & Quality Review- Social Media Message Handling & Appointment Setting

Industry Expertise:

• SaaS & Shopify-based Tools

• E-commerce Stores

• Customer Experience Management

• Website/App Support

• Virtual Assistance

I offer both hourly contracts and custom fixed-rate packages based on your business goals.

Need help fast? Share your customer pain points or task details in a message or Loom video.

Why Work With Me?

-Awarded for leadership & performance (Top Team Leader & L1 Specialist)

• Proficient in tools like Shopify, Google Sheets, Zendesk, Intercom, ClickUp, Slack & more

• Strong written English and clear, professional communication

• Proactive, organized, and easy to work with

Core Strengths:

• Shopify Support & Website Customization

• Review App Troubleshooting

• CSAT & Resolution Time Management

• Team Reporting & Client Updates

• Customer Retention & Satisfaction

WHY CLIENTS TRUST ME:

• Fast learner and adaptable to any tool or system

• Driven by results, but always people-first

• On-time delivery with consistent, high-quality output

• Professional and respectful communication every step of the way

Let’s work together to provide your customers with the kind of service that builds loyalty and trust. I'm here and ready to help!