Open to opportunities

Joao Fonseca

@johnnyfonseca

Customer Support Specialist focused on e-commerce and SaaS, delivering SLA-driven technical resolutions and seamless customer experiences.

Brazil

Message

What I'm looking for

I’m looking for a role where I can own e-commerce/SaaS support and integrations, resolve technical issues quickly against SLAs, use KPIs to improve outcomes, and partner with technical and commercial teams to drive retention.

I’m a Customer Support Specialist with hands-on experience in e-commerce, SaaS platforms, and marketplace integrations. I’m known for a proactive approach, clear communication, and a strong focus on customer satisfaction and retention.

From 2023 to 2025, I provided day-to-day support for e-commerce platforms, assisting clients with product setup, integrations, and operational issues. I handled support tickets, met SLA targets, tracked KPIs, and resolved technical cases through cross-functional collaboration to improve customer experience.

I’ve also contributed to process improvement by identifying recurring problems and supporting internal documentation. In customer-facing financial support work, I supported inquiries, performed data checks and reconciliations, and helped resolve billing-related issues to increase transparency and trust.

Experience

Work history, roles, and key accomplishments

E-commerce Operations Analyst

Plugg.to

Jan 2023 - Jan 2025 (2 years)

Provided day-to-day support for e-commerce platforms, assisting clients with product setup, integrations, and operational issues. Managed support tickets, met SLA targets with KPI tracking, and worked with commercial and technical teams to improve customer experience and internal documentation.

Customer Support Customer Success SLA Management KPI Tracking Zendesk Freshdesk Jira Process Improvement Technical Troubleshooting

Customer Support & Success Analyst

Plugg.to

Jan 2021 - Jan 2023 (2 years)

Delivered customer support for marketplace integrations and e-commerce platforms by handling tickets and troubleshooting integration and order synchronization errors. Built strong client relationships, guided best practices, and monitored performance metrics to meet service standards.

Customer Support Customer Success Technical Troubleshooting HTML5 CSS3

Junior Financial Analyst

Plugg.to

Jan 2023 - Present (3 years 5 months)

Supported customers and internal teams with financial and operational inquiries related to e-commerce transactions. Performed data checks and reconciliations, tracked issues, and helped resolve billing-related problems to improve transparency.

Customer Support Reconciliations Billing Support Data Validation Issue Tracking E Commerce Operations Cross Functional Collaboration Customer Retention