Mary Grace Cansana
Customer Support Virtual Assistant for Shopify & Amazon E-commerce
Helping Shopify and subscription brands deliver fast, reliable, and brand-aligned customer support that builds trust and loyalty.
Contact Me
About Me
I'm a Customer Support Virtual Assistant with over 3 years of experience supporting Shopify and Amazon e-commerce brands. I handle emails, live chat, orders, refunds, shipping issues, and subscription support, acting as a seamless extension of your brand.
With extensive experience in high-volume BPO environments, I resolve customer issues efficiently while maintaining professional and empathetic interactions. I specialize in multi-channel support and thrive in fast-paced e-commerce settings where customer satisfaction is paramount.
Core Services
Comprehensive customer support solutions designed to keep your customers happy and your operations running smoothly.
Customer Support
Fast, professional email and live chat responses aligned with your brand voice and values
Order Management
Shopify & Amazon orders, refunds, replacements, and tracking updates
Subscription Support
Pauses, cancellations, billing issues, and retention-focused customer care
Refunds & Disputes
Manage chargebacks, disputes, and protect your revenue while maintaining customer relationships
Ticket Management
SLA tracking, prioritization, and workflow optimization for efficient support
Tools & Platforms I Master
Proficient in the industry-standard platforms that power modern e-commerce customer support operations.
Shopify
Amazon
Richpanel
Zendesk
Gorgias
Freshdesk
Google Workspace
Slack
Calendly
Monday.com
Work Experience
1
Customer Support VA – E-commerce
Jan 2025 – Jan 2026
  • Managed Shopify orders, refunds, and subscription management
  • Provided email and live chat support with 95%+ satisfaction rate
  • Operated Richpanel and helpdesk ticketing systems
2
Fraud Analyst
Concentrix | Feb 2024 – Jul 2024
  • Monitored transactions and disputes across e-commerce platforms
  • Conducted chargeback investigations and resolution
  • Maintained compliance standards and account security
3
Customer Service Representative
Ibex Corporation | Sept 2022 – Feb 2024
  • Delivered multi-channel support via email, chat, and phone
  • Processed orders, refunds, and account management
  • Thrived in high-volume environment with consistent positive feedback
Key Achievements
3+ Years of Customer Service Excellence
Proven track record in high-volume e-commerce support environments with consistent positive customer feedback
Shopify & Amazon Platform Expertise
Hands-on experience managing orders, refunds, and customer interactions on leading e-commerce platforms
Fast, Empathetic, Professional Communication
Skilled at resolving issues while maintaining brand-aligned, customer-first communication that builds loyalty
Reliable, Detail-Oriented, Organized
Committed to accuracy, workflow optimization, and maintaining organized customer support operations
Industries I Support
Experience across diverse e-commerce verticals with specialized knowledge in subscription-based and product-focused businesses.
Home & Kitchen
Fitness & Wellness
Toys & Kids
Beauty & Personal Care
Pet Supplies
Subscription Boxes
Pricing Packages
Flexible engagement models designed to match your business needs and budget.
Hourly Rate
$5–$8/hr
  • Email support
  • Live chat management
  • Orders & refunds processing
Part-Time Retainer
$400–$700/month
  • 20–25 hours per week
  • Priority response times
  • Dedicated support hours
Full-Time Dedicated VA
$800–$1,400/month
  • 40 hours per week
  • Complete ownership
  • Full workflow management
Ready to Elevate Your Customer Support?
Let's Connect
I'm ready to become an extension of your team and deliver the fast, reliable, and brand-aligned customer support your Shopify or Amazon store deserves.
  • WhatsApp/Viber: 09484540265
  • Telegram: gracecansana
Available for immediate hire. Let's discuss how I can support your e-commerce brand.
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