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Hi, I’m Samantha Madison. I’m a customer-focused support specialist with 6+ years delivering high-quality remote support at Shopify, plus over a decade in customer relations and business management. I excel in multi-channel support, technical troubleshooting, and data-driven problem solving, and I’ve led initiatives across billing, AI-assisted service, and app integrations. I’m comfortable working in distributed, remote-first teams across time zones and thrive on clear communication and calm, effective issue resolution. I bring a strong blend of customer care, business operations, and product mindset—thanks to hands-on experience in small business leadership, marketing, and supplier relationships. I’m passionate about delivering positive customer outcomes while collaborating with cross-functional teams to improve processes and service quality.…Hi, I’m Samantha Madison. I’m a customer-focused support specialist with 6+ years delivering high-quality remote support at Shopify, plus over a decade in customer relations and business management. I excel in multi-channel support, technical troubleshooting, and data-driven problem solving, and I’ve led initiatives across billing, AI-assisted service, and app integrations. I’m comfortable working in distributed, remote-first teams across time zones and thrive on clear communication and calm, effective issue resolution. I bring a strong blend of customer care, business operations, and product mindset—thanks to hands-on experience in small business leadership, marketing, and supplier relationships. I’m passionate about delivering positive customer outcomes while collaborating with cross-functional teams to improve processes and service quality.

Samantha Madison

eCommerce Developer, Web Designer, Graphic Designer, +5

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Hi, I’m Samantha Madison. I’m a customer-focused support specialist with 6+ years delivering high-quality remote support at Shopify, plus over a decade in customer relations and business management. I excel in multi-channel support, technical troubleshooting, and data-driven problem solving, and I’ve led initiatives across billing, AI-assisted service, and app integrations. I’m comfortable working in distributed, remote-first teams across time zones and thrive on clear communication and calm, effective issue resolution. I bring a strong blend of customer care, business operations, and product mindset—thanks to hands-on experience in small business leadership, marketing, and supplier relationships. I’m passionate about delivering positive customer outcomes while collaborating with cross-functional teams to improve processes and service quality.…Hi, I’m Samantha Madison. I’m a customer-focused support specialist with 6+ years delivering high-quality remote support at Shopify, plus over a decade in customer relations and business management. I excel in multi-channel support, technical troubleshooting, and data-driven problem solving, and I’ve led initiatives across billing, AI-assisted service, and app integrations. I’m comfortable working in distributed, remote-first teams across time zones and thrive on clear communication and calm, effective issue resolution. I bring a strong blend of customer care, business operations, and product mindset—thanks to hands-on experience in small business leadership, marketing, and supplier relationships. I’m passionate about delivering positive customer outcomes while collaborating with cross-functional teams to improve processes and service quality.

Available to hire

Hi, I’m Samantha Madison. I’m a customer-focused support specialist with 6+ years delivering high-quality remote support at Shopify, plus over a decade in customer relations and business management. I excel in multi-channel support, technical troubleshooting, and data-driven problem solving, and I’ve led initiatives across billing, AI-assisted service, and app integrations. I’m comfortable working in distributed, remote-first teams across time zones and thrive on clear communication and calm, effective issue resolution.

I bring a strong blend of customer care, business operations, and product mindset—thanks to hands-on experience in small business leadership, marketing, and supplier relationships. I’m passionate about delivering positive customer outcomes while collaborating with cross-functional teams to improve processes and service quality.

Skills

Experience Level

Expert

Expert

Expert

Intermediate

Intermediate

Intermediate

Language

English

Fluent

Work Experience

Support Specialist at Shopify

January 1, 2022 - January 1, 2025

Provided advanced support to internal Support Advisors and cross-functional teams, enabling effective resolution of complex customer issues. Delivered clear, actionable guidance to improve customer outcomes and reduce repeat contacts. Investigated technical and billing-related issues using internal tools and data analysis to identify root causes. Collaborated with billing, enterprise, partner, and merchant success teams to ensure timely and accurate issue resolution. Supported the training and evaluation of AI chat tools to improve customer service quality and efficiency. Acted as a trusted subject-matter resource, contributing to advisor development and knowledge sharing across teams.

Support Specialist – Advisors at Shopify

January 1, 2022 - January 1, 2025

Support Advisor at Shopify

January 1, 2019 - January 1, 2022

Delivered high-volume, multi-channel customer support via email, phone, and live chat, managing up to three simultaneous conversations. Resolved customer enquiries efficiently while maintaining a personalised, empathetic approach. Assisted customers with account, billing, and platform-related issues to support long-term retention and satisfaction. Collaborated with internal teams to streamline support workflows and improve service delivery. Consistently met performance and quality benchmarks in a fast-paced remote support environment.

Owner / Operator at Sam Madison Industries

January 1, 2007 - January 1, 2019

Founded and managed a customer-focused small business, delivering personalised services and products to a diverse client base. Handled all customer interactions, enquiries, complaints, and relationship management. Managed marketing, online sales, product development, and supplier relationships. Built long-term customer loyalty through strong service delivery and communication.

Front-line Reception, Cash Handling & Booking Management at Splash Club & Quarry Inn

January 1, 2005 - January 1, 2006

Managed front-desk interactions, cash handling, and bookings; provided friendly customer service.

Collections Officer at Department for Courts, Ministry of Justice

January 1, 2003 - January 1, 2003

Managed collections processes and customer communications to recover overdue accounts.

Term Deposit Agent / Investment Advisor at Bank of New Zealand

January 1, 2003 - January 1, 2004

Advised customers on term deposits and investments; supported banking service delivery with attention to risk and compliance.

Customer Services Officer at ANZ Call Centre

January 1, 1998 - January 1, 1999

Provided customer service in a call centre environment; handled inquiries and issues with professionalism and efficiency.