Connor Grace

Over the past seven years at LuxSkin, a fast-growing e-commerce brand, I held a hybrid role spanning Customer Support Management and Operations. I led initiatives to improve customer satisfaction, streamline logistics, and optimise back-end performance using Shopify analytics and reporting tools.

Key achievements and responsibilities:

• Managed a growing customer support team, ensuring timely, empathetic, and effective communication across email and social media platforms.
• Developed and maintained customer service workflows, improving response times and issue resolution rates.
• Worked closely with warehouse and supply chain partners to monitor and improve logistics and fulfilment performance.
• Leveraged Shopify reports and data insights to analyse customer behaviour, product trends, and operational bottlenecks.
• Collaborated cross-functionally with marketing and product teams to relay customer feedback and support promotional campaigns.
• Contributed to the development of automated tools and macros to streamline routine support tasks.

This role required a mix of technical ability, operational awareness, and a strong focus on customer experience — all within the fast-paced demands of an e-commerce business.