Laura P.

Laura Parks - Customer success specialist - SaaS & E-Commerce - Chargeback Specialist

I help businesses turn customers into long-term advocates. With 16+ years in customer service and customer success across telecom, insurance, e-commerce and SaaS, I focus on what comes after the sale: onboarding, adoption, retention and resolving problems before they escalate.

I’ve supported global brands including AT&T, Telstra and Scent Australia, and worked with 300+ Shopify brands through a live chat platform, covering onboarding, product education, after-sales care and customer retention. I’ve also led teams, built QA processes and worked directly with the CEO of a software company.

What I bring

Onboarding and adoption: guiding new customers through setup and explaining product features clearly so they get value quickly
Retention: spotting at-risk customers early, following up proactively and keeping every case moving to resolution
Support at scale: managing high volumes of chats, emails and tickets while keeping quality, accuracy and empathy
Process and quality: writing SOPs, tracking performance metrics and running QA reviews that raise service standards
Escalations and disputes: handling escalations calmly and resolving payment disputes with clear evidence and honest communication
AI-assisted support: reviewing AI replies for accuracy and writing instructions that improve them
Tools: Zendesk, Shopify, Slack, Asana, Trello and Monday, plus HubSpot and Freshdesk

How I work
Every interaction is a chance to build trust. I stay calm, listen first, own the outcome and communicate honestly, including when the news is bad. I’m reliable, organised and comfortable working independently in remote teams.

If you need a dependable customer success partner who protects your customer relationships and improves your support over time, let’s talk.