Mashood Jc

Customer Support & Ecommerce Operations Management

Stack Margin Limited Group • Freelance

Oct 2024 - Present • 1 yr 7 mos

For the past two years, I have been providing customer support management services to Stack Margin Limited Group, overseeing support operations for their two ecommerce businesses. My role focuses on ensuring smooth customer communication, maintaining high response quality, and managing a dedicated support team to handle daily customer interactions. I recruited and manage a team of three customer support agents responsible for handling customer inquiries across multiple channels. I continuously monitor their performance, review responses, and provide guidance to maintain consistent service quality. This includes ensuring timely responses, professional communication, and adherence to company policies. A significant part of my responsibilities involves managing customer communication through email and social media platforms. My team handles customer inquiries related to orders, shipping updates, product questions, and general support requests. I supervise these interactions to ensure that customers receive clear, accurate, and helpful responses. I also handle and oversee dispute resolution cases, including payment disputes, refund requests, and customer complaints. This requires reviewing order details, investigating claims, and coordinating appropriate resolutions while protecting the company’s interests and maintaining customer satisfaction. In addition to managing the support team, I continuously work on improving support workflows and response efficiency. I ensure that common customer issues are handled consistently and that escalation procedures are followed when necessary. By managing a dedicated support team and maintaining organized communication channels, I help ensure that both ecommerce businesses provide reliable customer service, resolve disputes effectively, and maintain a positive customer experience.

Ecommerce Customer Support & Operations

The Dali Group • Freelance

Dec 2023 - Present • 2 yrs 5 mos

For the past three years, I have been providing customer support and operational assistance for The Dali Group’s ecommerce business. My role focuses on managing customer communication, resolving order-related issues, and supporting daily operational tasks to ensure smooth business operations and customer satisfaction. A core part of my responsibilities involves handling customer support through multiple channels, including email and social media platforms. I respond to customer inquiries related to orders, product questions, shipping updates, and general support requests. My goal is to ensure customers receive clear, timely, and professional responses while maintaining a positive brand experience. I also manage order fulfillment support tasks such as generating shipping labels and coordinating shipment details to ensure orders are processed and dispatched efficiently. This helps streamline the fulfillment process and ensures accurate shipping information is provided to customers. Another key responsibility is investigating and filing claims for lost or delayed orders with shipping carriers. This involves tracking shipments, communicating with courier services, and submitting required documentation to initiate claims and recover losses when packages are lost in transit. In addition, I handle dispute resolution related to customer complaints, refund requests, and payment disputes. This requires reviewing order information, communicating with customers to understand the issue, and determining the most appropriate resolution while following company policies. Through consistent communication, operational support, and problem resolution, I help maintain efficient ecommerce operations while ensuring customers receive reliable support throughout their purchasing experience.

Customer Support & CRM Management

Custom eSignature • Full-time

Jul 2023 - Present • 2 yrs 10 mos

In this role, I manage the end-to-end customer support operations for a custom eSignature platform, ensuring a smooth experience for both new and existing clients. My responsibilities include overseeing the support team, resolving complex technical and non-technical issues, and maintaining high service standards across all communication channels. Key Responsibilities Support Team Management I supervise the daily operations of the support team, review escalated tickets, and ensure timely, accurate resolutions. I also maintain response quality standards and continuously improve support workflows. Technical & Non-Technical Issue Resolution I handle advanced cases escalated by the support team, troubleshooting issues related to eSignature workflows, platform functionality, integrations, and account management while providing clear solutions to customers. Bug Reporting & Developer Coordination I collaborate closely with the development team to report bugs and usability issues. This includes documenting problems with detailed reports, reproduction steps, and relevant screenshots or logs to ensure faster issue resolution. I also track progress and communicate updates to customers. Client Onboarding I assist new clients with onboarding, platform setup, and configuration. I help businesses implement eSignature workflows that align with their operational needs and provide guidance to ensure smooth adoption of the platform. Dispute Resolution I manage customer disputes and sensitive cases, investigating issues thoroughly and providing fair resolutions while adhering to company policies. CRM & Support Platform Management I manage CRM and support tools to ensure efficient ticket handling, maintain organized customer records, and optimize support processes. Social Media & Email Support I monitor and respond to customer inquiries from social media and email campaigns, ensuring prompt engagement with both existing customers and potential leads.