Ian Jeremy Carlos
@ianjeremycarlos
Senior Customer & Technical Support Specialist improving SaaS and e-commerce outcomes through troubleshooting.
PhilippinesWhat I'm looking for
I’m a Detail-oriented Senior Customer & Technical Support Specialist with 7 years of experience in e-commerce, SaaS, and technology. I focus on technical troubleshooting, customer onboarding, and workflow automation to improve the customer journey in remote environments.
In my recent roles, I handled the full order lifecycle, coordinated with warehouse and logistics teams, and resolved shipping and fulfillment issues to protect customer satisfaction. I also optimized support operations by streamlining processes and maintaining accurate records in CRM and ticketing systems.
On the SaaS side, I resolved complex platform issues through chat, email, and Zoom, troubleshooting and optimizing workflows, automations, campaigns, funnels, calendars, pipelines, forms, websites, and CRM functionality. I educate customers on new features and best practices while collaborating cross-functionally to ensure fast, accurate, documented resolutions.
Experience
Work history, roles, and key accomplishments
Senior E-Commerce Customer Specialist
American Tall
Oct 2025 - Jun 2026 (8 months)
Managed the full e-commerce order lifecycle, including order modifications, shipping, tracking, returns, exchanges, refunds, and warranty claims. Investigated order and fulfillment issues with internal teams and coordinated with shipping carriers to resolve delivery problems while maintaining accurate CRM/ticketing records.
Provided SaaS customer support by troubleshooting platform issues via chat, email, and Zoom. Optimized workflows and automations (campaigns, funnels, calendars, pipelines, forms, websites, and CRM) and configured/troubleshot integrations including Twilio and Stripe while meeting SLA and quality targets.
Technical Support II
Cloudstaff
Sep 2022 - Sep 2024 (2 years)
Provided customer and technical support for order inquiries, shipping concerns, account management, and product issues using Freshdesk. Managed post-purchase operations (tracking, returns, exchanges, replacements, warranty claims, refunds) and documented support interactions in CRM and ticketing systems while coordinating with logistics and internal teams.
Delivered technical support for Samsung mobile devices and connected products via phone, chat, and email. Diagnosed and resolved hardware, software, connectivity, and account issues; processed returns, warranty claims, exchanges, repairs, and trade-in inquiries while documenting interactions in CRM and ticketing systems.
Provided real-time customer, Dasher, and merchant partner support by phone, chat, and email to support order fulfillment and delivery coordination. Resolved order, delivery, payment, and account issues, processed refunds/credits/cancellations, and maintained accurate CRM/support platform documentation.
Education
Degrees, certifications, and relevant coursework
Bulacan State University (BulSU)
Bachelor of Science, Psychology
2019 -
Pursued a Bachelor of Science in Psychology at Bulacan State University.
Availability
Location
PhilippinesAuthorized to work in
Job categories
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