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Vivek User

@vivekjaiswal23

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I resolve complex e-commerce customer issues across orders, payments, subscriptions, and accounts.

India

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What I'm looking for

I'm looking for a remote customer support role where I can resolve complex e-commerce, account, payment, and subscription issues, collaborate across teams, maintain strong service quality, and support customers across EU and US time-zone overlap.

I supported Shopify e-commerce business owners as a freelance E-Commerce Support Specialist, managing high-volume customer inquiries across email, live chat, and social media. Using Gorgias and Zendesk, I handled fulfillment questions, returns, refunds, ticket routing, and SLA-driven resolutions while improving FAQs, macros, and product listings from recurring buyer feedback.

At Amazon, I owned complex order, payment, subscription, and account-access cases, coordinating with security, tech support, and payments teams to resolve them safely. Previously at Teleperformance, I mentored 15+ new team members and maintained 95%+ QA and CSAT scores while tracking performance trends in Excel.

Experience

Work history, roles, and key accomplishments

E-Commerce Support Specialist

Freelance

Jan 2026 - Jun 2026 (5 months)

Partnered directly with Shopify e-commerce business owners to manage and resolve high-volume customer inquiries across email, live chat, and social media platforms. Utilized Gorgias and Zendesk to streamline ticket routing, handle order fulfillment inquiries, process returns/refunds, and maintain strict response and resolution SLAs.

Gorgias Zendesk Shopify Customer Support Order Management Returns Refunds SLA Email Support Live Chat Social Media Support

CS Associate

Amazon Development Centre (India) Private Limited

May 2025 - Nov 2025 (6 months)

- Took end-to-end ownership of complex accounts, providing professional resolutions for orders, payments, and subscriptions using internal policies.
- Liaised cross-functionally with internal security, tech support, and payments teams to escalate highly complex cases and ensure seamless, timely follow-ups.
- Maintained accurate records of customer interactions through documentation.

CRM Tools Customer Support Customer Service Email Support Phone Support Account Security Verification Order Management Refunds Returns Management Escalations and Support Order Tracking

CS Associate

Teleperformance

Sep 2021 - Jan 2023 (1 year 4 months)

Resolved high volumes of customer inquiries within strict time constraints, providing professional and effective solutions.
- Identified recurring customer issues and escalated actionable feedback to relevant teams to improve the overall user experience.
- Mentored 15+ new team members on navigating support platforms, standardizing communication protocols, and maintaining 95%+ QA and CSAT scores.