Customer Service ManagerCustomer Service Manager
Rhealyn
ID Verified$3,500
per month
($20/hour)
Profile Description
Customer service professional with over 10 years of experience in e-commerce and SaaS, supporting customers across email, chat, phone, and SMS. Skilled in handling subscriptions, refunds, replacements, and escalations with empathy and clarity, and experienced in improving workflows and maintaining a strong, customer-first brand experience in remote teams.
Skills & Expertise
Skill Levels Explained:
💡 Hover over any skill level to see exact years of experience
E-commerce & Marketplace
Finance & Accounting
Marketing & Growth
Sales & Business Development
Work Experience
Customer Service Supervisor
Backyard Pool Superstore
Jun 2021 - Sep 2025
Job Responsibilities:
- Led and supported customer service teams handling high-volume email, chat, phone, and SMS support across e-commerce and SaaS platforms. - Reduced ticket backlogs and improved response times by streamlining workflows, updating SOPs, and implementing effective ticket prioritization. - Successfully handled complex escalations involving refunds, replacements, subscription issues, and shipping concer...
Customer Service Manager
SKUBANA
Apr 2015 - Jun 2021
Job Responsibilities:
• Led customer service operations for a SaaS e-commerce platform used by global brands. • Managed onboarding, customer support, technical troubleshooting, and client retention strategies. • Reduced escalations by 35% by implementing structured FAQ, macros, and agent training programs. • Collaborated directly with engineering, product, and operations teams for platform bug resolutions and feature a...
E-commerce & Marketing Specialist
FreeEup
Jun 2012 - Mar 2015
Job Responsibilities:
• Handled customer support, product inquiries, and engagement campaigns.
Inside Sales Representative
Hewlett-Packard & Microsoft
Oct 2011 - Mar 2012
Job Responsibilities:
• Conducted sales outreach, product education, and customer consultations.