Shay Lily
@shaylily
Remote merchant support specialist delivering calm, multi-channel problem resolution.
United StatesWhat I'm looking for
I’m a customer support professional with 8+ years of remote, client-facing experience across email, chat, and video-based communication. I troubleshoot software and workflow issues hands-on for creative and operational clients, and I’m comfortable supporting merchants across multiple channels and time zones with a solutions-first mindset.
In my recent freelance work, I manage multiple concurrent client engagements while diagnosing and resolving Mac and Windows software, file transfer, and media workflow problems through clear written guidance. Previously at Milk Studios, I served as a primary point of contact across departments, provided step-by-step technical guidance without escalation, and supported high-volume, deadline-driven operations through documentation, de-escalation, and fast ticket resolution.
Experience
Work history, roles, and key accomplishments
Freelance Film Editor & Client Support
Self Employed
Jan 2022 - Present (4 years 6 months)
Manage multiple remote client engagements by communicating via email and Slack and guiding clients through troubleshooting of software and media workflow issues. Maintain organized digital asset libraries while ensuring accurate delivery across Mac and Windows workflows.
Operations Support Specialist
Milk Studios
Jan 2018 - Jan 2024 (6 years)
Served as primary point of contact to handle concurrent departmental inquiries and resolve operational issues with speed and accuracy. Coordinated production schedules and logistics for large crews while providing clear technical guidance on tools, systems, and workflows.
Operations Manager
Amnesty International
Jan 2015 - Jan 2018 (3 years)
Directed daily operations for a 17-person team, managing escalated issues while maintaining high service standards across staff and public-facing interactions. Led onboarding training and weekly team meetings to improve operational workflow guidance and cross-department coordination.
Education
Degrees, certifications, and relevant coursework
Western Governors University
Bachelor of Science, Cybersecurity & Information Technology
Currently completing a B.S. in Cybersecurity & Information Technology at Western Governors University, expected in 2026.
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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