E-commerce CX Operations Specialist (Freshdesk + Shopify) — System Setup

We run a fast-growing Shopify brand selling physical products globally.

We currently receive 10–20 support tickets/day and expect to scale to 250–1000/day within 12 months.

We use Freshdesk and Shopify.

We are NOT looking for a support agent.

We are hiring an expert to DESIGN and IMPLEMENT a scalable customer support system inside Freshdesk.

Scope includes

Freshdesk architecture setup

ticket categorisation & tagging system

automation workflows

SLA & routing setup

canned responses/macros

escalation structure

Shopify integration optimisation

support reporting dashboards

best-practice CX system for e-commerce brand

Goal

Build a support engine that allows VAs to handle 80% of tickets while maintaining consistency and speed.

Experience required

Shopify brands

physical product support

refunds / shipping / replacements workflows

Freshdesk system builds (not just usage)

When applying, include

examples of support systems you've built

brands you've worked with

how you'd structure support for a store expecting 1000 tickets/day