Open to opportunities

Tais Gleice

@taisgleice

Customer Support Specialist with remote e-commerce experience and a track record of solving post-purchase issues efficiently.

Brazil

Message

What I'm looking for

I’m looking for a role where I can own customer onboarding and retention, manage complex cases, and collaborate across teams to drive measurable outcomes for clients—ideally with a remote-friendly setup and strong communication culture.

I'm a bilingual (Portuguese/English) Customer Support Specialist with experience in remote e-commerce support for international brands. I've managed post-purchase inquiries, including order tracking, returns, refunds, and cancellations — handling 100+ customer interactions per month via email and social media, fully in English.

I have hands-on experience with Shopify and Zendesk, and I'm comfortable operating as a sole support agent in async, remote environments. I independently built a performance tracking system to monitor volume and recurring issues, which helped identify patterns and improve response quality over time.

I also have experience leading small support teams, having served as a supervisor of a small CS team where I helped improve workflows and resolution standards.

I'm currently open to remote, part-time, or full-time customer support or customer service roles with English-speaking companies, particularly in e-commerce.

Experience

Work history, roles, and key accomplishments

Customer Support Specialist

Home Reach Lifestyle

Jul 2025 - Jan 2026 (6 months)

Handled 100+ monthly customer interactions in English via email and social media
Managed order tracking, returns, cancellations, and refund requests
Built a performance tracking spreadsheet to monitor volume and recurring issues
Sole support agent, operating fully autonomously in a remote environment

Provider Enrollment document preparation Compliance Management Microsoft 365 Email Support Social Media

Customer Support Supervisor

Pulga Mobi

Mar 2025 - Aug 2025 (5 months)

Supervised customer service agents and ensured quality, response-time, and protocol compliance while resolving escalated complex issues. Optimized support workflows, reducing average resolution time by 20%, and converted critical complaints from Reclame Aqui into positive outcomes.

Customer Support Management Escalation Handling Workflow Optimization Problem Solving Quality Assurance Response Time Benchmarks Complaint Resolution CRM Systems

Customer Service Agent

Pulga Mobi

Nov 2024 - Mar 2025 (4 months)

Provided frontline support for electric scooter services, assisting users with app navigation, payments, and ride-related issues. Resolved technical and service problems with clear written communication and maintained organized CRM records for compliance tracking.

Customer Support Troubleshooting App Support Payment Support Written Communication Case Management Remote Support Attention To Detail