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Taynara Barboza

@taynarabarboza

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Customer Support Manager improving e-commerce experiences through QA and faster resolution.

Brazil

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What I'm looking for

I’m looking for a remote role where I can lead customer support for e-commerce products, improve SLAs and QA, and partner with Engineering/Product to fix root causes—not just resolve tickets.

I’m a Customer Support Manager who’s driven measurable improvements in e-commerce customer experience through QA, process improvement, and faster resolution. At DEBUTIFY, I led support operations managing 200–400+ tickets/week, raising CSAT from ~70% to 90%+ and bringing median response time to under 1 hour.

I’ve worked my way up through L2 Technical Support, L1 Team Leader, and into management—rebuilding workflows to reduce repeat issues and strengthening agent performance. I redesigned escalations into a single Intercom workflow with a searchable resolution history log, trained and onboarded new agents, and contributed internal tooling/documentation that reduced developer dependency while pre-empting common issues.

I’m hands-on in both tooling and troubleshooting, debugging via browser console, logs, developer tools, and API/JSON responses to resolve complex cases without escalating to L3. More recently, at GUAPI CLOTHING, I managed Shopify operations, integrated and structured an AI support app within Gorgias, configured Loop Returns for exchanges/RMAs, and designed a Shopify size-chart system using metafields + Liquid to reduce sizing-related returns.

Experience

Work history, roles, and key accomplishments

Customer Support Manager

Guapi Clothing

Apr 2026 - Jun 2026 (2 months)

Managed Shopify operations (orders, discounts, inventory, and page management), plus wholesale support and order tracking through Brandboom. Integrated an AI support app within Gorgias, configured Loop Returns for exchange automation and RMA tracking, and designed a Shopify size-chart system using metafields + Liquid.

Customer Support Shopify Operations ORDERS Discounts Inventory Management Brandboom Wholesale Support Order Tracking Gorgias Loops Liquid

Customer Support Manager

Debutify

Mar 2024 - Apr 2026 (2 years 1 month)

Oversaw 200–400+ tickets/week, improving CSAT from ~70% to 90%+ and reducing median response time to under 1 hour. Managed billing operations and analyzed support patterns to feed engineering/product fixes, while contributing to internal tooling and documentation.

Customer Support CSAT SLA Ticket Management Billing Operations Discounts Disputes Refunds Crédits Support Pattern Analysis Internal Tooling Documentation

L1 Team Leader

Debutify

Nov 2023 - Mar 2024 (4 months)

Redesigned the escalation process into a single Intercom workflow and built a searchable resolution history log, reducing repeated troubleshooting. Trained and onboarded new agents while handling 150–300 tickets per day.

Team Leadership Escalations Intercom Troubleshooting Onboarding Ticket Management

L2 Technical Support Specialist

Debutify

Jan 2022 - Nov 2023 (1 year 10 months)

Maintained ~75% first-contact resolution across 30–80 daily tickets covering Shopify theme conflicts, browser errors, and third-party app integrations. Reduced average handling time from ~30 minutes to 7–12 minutes and debugged issues using browser console, logs, developer tools, and API/JSON responses.

Technical Support First Contact Resolutions Shopify Troubleshooting Browser’S Dev Tools Developer Tools JSON Logging

Web Developer / Technical Support

Reami Comunicação

Jul 2021 - Jan 2022 (6 months)

Built and maintained client websites using HTML, CSS, JavaScript, and PHP, while managing hosting. Handled DNS and uptime troubleshooting on HostGator.

Web Development HTML CSS JavaScript PHP Hosting DNS Uptime Troubleshooting HostGator

Administrative Assistant

Di Grecco Indústria Têxtil

Jan 2019 - Jun 2021 (2 years 5 months)

Handled phone support, customer inquiries, and sales invoicing. Digitized 1,000+ patient records for a partner women’s health campaign.

Phone Support Invoicing Digitalization Customer Service

Receptionist

Knn Idiomas Americana

Mar 2018 - Jan 2019 (10 months)

Managed scheduling and billing for ~150 students and supported payment administration. Built custom Excel tracking systems for payment status and overdue accounts.

Reception Scheduling Billing Payment Tracking