Raïssa M

With over 10 years of experience in e-commerce customer relations, including 3 years at Christian Louboutin in Geneva, I help e-commerce brands manage their remote customer support — and turn it into a lever for retention and revenue.

At Louboutin: high volume of FR/EN requests, arbitration between refund, commercial gesture or refusal, fraud detection, sensitive after-sales service cases, logistics coordination — while preserving the image of a demanding brand.

👉 What I manage for you

— Daily customer tickets (email, chat) in FR/EN

— Returns, cancellations, refunds, and disputes with an ROI logic

— Shopify Back-office: orders, statuses, deliveries, updates

— Fraud detection and diplomatic handling of sensitive cases

— Templates, macros, and FAQs to optimize your support

— Reporting and feedback on recurring issues

🎯 My added value: retention through email & social media

Beyond support, I implement levers that most brands overlook:

— Automated post-purchase email sequences (Kit/ConvertKit) to turn one-time buyers into repeat customers

— Targeted reactivation campaigns for your high-value customers

— Instagram DM automations (ManyChat): welcome, qualification, redirection to your sales funnels

— Support response automation (Gmail + Make + AI): pre-written responses for recurring requests in your brand's tone, ready to approve

— Email deliverability audit (Google Postmaster Tools)

🛠️ Tools: Shopify · Magento · WooCommerce · Salesforce · Kit (ConvertKit) · ManyChat · Canva · AI (Claude, ChatGPT) · Make

✨ Specialization: fashion & luxury — open to all e-commerce sectors.

Available immediately, 100% remote, bilingual FR/EN (C1).

First assignment? Free audit of your support and retention sequences to identify areas for improvement.