Bryan

E-Commerce Customer Support Specialist

Bryan

1,800/mo
Balaoan, Philippines
Looking for Full-time
8 hours/day
Availability: US / EU / Asia timezone

Profile Description

E-commerce customer support specialist with 10+ years of experience, including 8+ years supporting US-based Shopify, Amazon, and subscription-based brands across email, chat, and marketplace channels. Maintains 95%+ CSAT while resolving 60-100+ daily tickets, with proven results in retention-focused support, refunds and chargebacks, subscription management, and escalation handling. Proficient in Gorgias, Zendesk, HelpScout, Recharge, and Amazon Seller Central.

Top Skills

Email Support · 10 yearsTicket Management · 10 yearsAmazon FBA · 8 yearsAmazon Seller Central · 8 yearsFacebook Marketplace · 8 years

Skills & Expertise

Customer Success

Email SupportExpert
Ticket ManagementExpert
Live Chat SupportExpert
Social Media SupportExpert
LiveChatExpert
ZendeskAdvanced
Phone SupportBeginner
Help ScoutBeginner

E-commerce & Marketplace

ShopifyExpert
Amazon FBAExpert
Shopify PlusExpert
Facebook MarketplaceExpert
Amazon Seller CentralExpert
GorgiasExpert
Order FulfillmentExpert
Order ProcessingExpert
Product Listing OptimizationExpert
TikTok ShopBeginner

Virtual Assistance & Admin

Email ManagementBeginner
Data EntryBeginner
Executive Assistant ServicesBeginner
Research & Information GatheringBeginner
Personal Assistant ServicesBeginner
Calendar ManagementBeginner
Travel PlanningBeginner
NotionBeginner
JiraBeginner
AirtableBeginner

Work Experience

Customer Support Specialist

The Salients

Feb 2024 - Sep 2026

Job Responsibilities:

•Optimized ticket workflows in Gorgias for a high-volume Shopify store, maintaining a 4.9/5 CSAT score and a sub-2-hour First Response Time while managing 100+ daily inquiries. •Recovered approximately 15% of potential lost revenue by converting refund requests into product exchanges or store credits through proactive customer education and "save-the-sale" tactics. •Reduced subscription churn by 2...

Email SupportTicket ManagementAmazon FBAShopifyShopify PlusGorgiasAmazon Seller CentralOrder FulfillmentData EntryOrder Processing

Virtual Assistant - Operations & Training Support

Kyo Care

Aug 2021 - Mar 2026

Job Responsibilities:

• Coordinated onboarding schedules, training documentation, and internal administrative workflows for remote operations support • Maintained training databases, spreadsheets, and process documentation with high accuracy and audit readiness • Improved onboarding workflow efficiency by organizing schedules, reducing processing delays, and streamlining internal coordination • Managed internal inbox c...

JiraCalendar ManagementData EntryResearch & Information Gathering

Customer Support Advisor

Curv Group Innovation

Oct 2017 - Jul 2023

Job Responsibilities:

• Handled 60-100+ daily inquiries through Gorgias and Amazon Seller Central, supporting e-commerce customers across shipping, returns, billing, and product concerns. • Processed refunds, subscription updates, replacements, and warranty claims through Shopify and Recharge with high accuracy and SLA compliance. • Coordinated with logistics teams to resolve delayed shipments, lost packages, and WISMO...

Live Chat SupportEmail SupportTicket ManagementHelp ScoutPhone SupportAmazon FBAZendeskShopifyShopify PlusSocial Media Support

Quick Stats

Age47 years
GenderMale
English LevelFluent
Other Languages
Tagalog/FilipinoFluent
SpanishBasic
ID VerificationNot verified

Certifications

EF SET English Certificate 82/100 (C2 Proficient)
Gorgias Certified Admin
Gorgias Certified Agent

Education

Bachelor's Degree

AMA University

2000 - 2003