Shopify customer support that keeps buyers coming back
I’m Ferlyn Ann, an ecommerce customer support specialist. I run your inbox, live chat, returns and reviews so customers get fast, friendly answers and you get your time back.
One full day on your real tickets, free. No contract, no commitment.
- Shopify
- Gorgias
- Zendesk
- Re:amaze
- Commslayer
- Amazon
Full-service support for ecommerce brands
Everything a Shopify store needs to keep customers happy and operations moving, handled end to end.
Email & Live Chat
Prompt, friendly replies that turn questions into sales and frustrated buyers into loyal fans.
Helpdesk Management
Gorgias PRO, Zendesk, Re:amaze and Commslayer. Set up, organized with macros and handled daily.
Orders & Fulfillment
Tracking, edits, cancellations and carrier follow-ups so customers know where their order is.
Returns & Refunds
Policy-aligned returns, exchanges and store credit that protect your margins and your reputation.
Store & Product Admin
Product listings, inventory updates and light Shopify admin to keep the storefront accurate.
Social, DMs & Engagement
Fast replies to comments and DMs, plus engagement with your community so your brand stays responsive on every channel.
Phone Sales & Abandoned Carts
I call shoppers who left items in their cart and answer incoming sales calls, turning hesitant visitors into paying customers.
Trustpilot & Review Recovery
I reach out to customers behind 3-star-and-below reviews, fix what went wrong and turn them into 5-star reviews, especially on Trustpilot.
B2B Wholesale Cold Outreach
LinkedIn and cold email outreach to resellers and businesses that opens new wholesale accounts for your brand.
A reliable partner, not just another VA
10+ years in customer service and a Top Rated record on Upwork. I learn your SOPs fast, plug into your team and make support one less thing to worry about.
Recent work
Some of my recent contracts on Upwork, with the client’s rating.
What my clients say
5-star feedback from business owners I’ve worked with on Upwork.
Customer Support VA for a Shopify fashion store
Mar 2026 – Jun 2026“Ferlyn is the best customer service agent I have ever worked with. She consistently goes above and beyond, not only handling customer inquiries, returns, and support requests professionally, but also proactively looking for ways to improve our systems and processes. Her input helped us reduce unnecessary returns, improve customer outcomes, and strengthen our overall operations. I highly recommend Ferlyn and will definitely be working with her again.”
Appointment setter for Facebook leads
Apr 2023 – Aug 2023“I got Ferlyn on board to reach out to the leads from my Facebook ad campaign for my client. She did an awesome job, locking in lots of meetings with the right people. She even adjusted her sleep schedule to make calls in the eastern time zone. That’s dedication! She always sounds upbeat and friendly, just what you want for winning over leads. If you’re looking to get the most out of your leads, Ferlyn’s the one to call.”
Turning unhappy customers into 5-star reviews
Most unhappy shoppers just need someone who listens and fixes the problem fast. I call them, make it right, and they come back to update their review.
Customer Service has resolved everything!
“As promised, I am updating my review to a 5 star. Ann from Customer Service called me a few times to get everything corrected. So the rest of my order should be on its way to me soon, and all of the issues have been resolved with Ann’s help. She is a TOP Customer Service Representative and I’d give her 10 stars if I could.”
From a horrible experience to a repeat customer
“I had a horrible experience with your company if it wasn’t for Ann in your customer service department I would never do business with the store again. Ann saved this order and made me feel like you cared about my business. Thank you Ann more companies need an employee like her because of her I will order again.”
More from the shoppers I’ve helped
Ann did it again! So helpful!
“I had a question I needed help with and Ann from Customer Service responded immediately and took care of it. So quickly! It was very impressive. She truly cares about the customers she helps, and it is demonstrated by her immediate attention to whatever issue that is pending in the moment. That’s real dedication. … You really go above and beyond!”
Ann was very helpful today
“Ann was very helpful today. I appreciate the speedy response and helpfulness that was provided.”
Order support
“Even when Canada Post lost my package, Ann reached out to them to assist me! A perfect customer experience, I give it a 10/10.”
Ann made everything easy for me
“Ann made everything easy for me! She found what I wanted and even placed the order for me! Very professional and friendly! Great customer service!!”
A wonderful representative named Ann
“… I ordered through a wonderful representative named Ann. Ann was very professional, informative and helpful. She was friendly, patient and kind. She stayed on the phone with me through the whole ordering process and I am very grateful for her knowledge and help.”
Great service
“Ferlyn Bautista is the best employee. She has great service, kept me updated when an item was out of stock, and has been a really good helper throughout.”
Wonderful customer service!
“… Lost the order somehow, placed the credit card order and all. It was after 5 so left a message. Ann called me this am, I didn’t have an order number. Reordered the sheet set. … Ann was very patient and helpful. Thank you so much!”
Amazing customer support
“Customer support is really nice and they respond pretty quick. I also got my issues resolved. Thank you Ann!”
Clothing is amazing
“Really good fabric and really good customer service. Ann was very amazing to me. 10/10 for sure.”
Amazing and understanding
“Ferlyn was my customer service assistant and they were amazing and very understanding.”
Average across all 12 shopper reviews on this page
Unprompted reviews shoppers posted on Trustpilot for the stores I supported. Shopper and store names are hidden for privacy. I’m Ferlyn Ann, so shoppers call me Ferlyn or Ann.
Questions store owners ask me
Still unsure? Email me at ferlynannbautista@gmail.com and I’ll answer within a few hours.
What does an ecommerce customer support VA do?
I answer customer emails and live chat, handle order tracking, edits and cancellations, process returns, refunds and exchanges, reply to reviews, comments and DMs, and keep your helpdesk organized with macros and tags. The goal is fast, friendly answers for your customers and less time in the inbox for you.
Which helpdesk tools do you use?
I work daily in Gorgias (PRO), Zendesk, Re:amaze and Commslayer, for Shopify stores and Amazon sellers. If you use something else, I learn new tools quickly.
How fast do you reply to customers?
My average first reply time is about 1 hour during my working hours. On past stores I brought response times down from several days to under an hour.
Can you cover US business hours from the Philippines?
Yes. I’m based in Manila and have worked US Eastern hours for 10+ years, including live calls with leads. We agree on a schedule that covers your busiest hours.
How much does it cost to hire you?
My rate is $12 per hour for customer support, and it’s negotiable for 30+ hours per week, a contract of 3 months or longer, or simpler work like order tracking and basic email triage. Sales support (calls, upsells and abandoned carts) is $15 per hour. Email me what your store needs and I’ll send you a quote, and you can start with a free trial day first. I’m available 30+ hours per week, hired through Upwork.
Can you handle refunds and angry customers?
Yes. I follow your refund and return policy, and where it makes sense I offer an exchange or store credit instead of a refund, which protects your margin. Upset customers get a calm, fast, personal answer, often before they leave a bad review.
Do you offer a free trial?
Yes. I work one full day on your real tickets for free, so you can see my replies, tone and speed in your own helpdesk before you hire me. No contract, no commitment.
How do we get started?
Email me at ferlynannbautista@gmail.com. We go over your store, tools and SOPs, I get access to your helpdesk, and I start working your inbox, usually within a few days.
Ready for stress-free customer support?
Let me handle your real tickets for one day, free. You see the quality before you spend a cent.
Claim your free trial day →