Faraz Javed

Customer-facing support professional with live chat experience across CRM/SaaS (GoHighLevel) and e-commerce brands. Currently handling real-time customer chats and troubleshooting at HL Pro Tools, alongside running support operations for two online stores. Fast typist, clear written communicator, and comfortable working independently across time zones with ticketing/CRM tools (HubSpot, Klaviyo, Modal). Available for full-time or flexible remote shifts.

Guest Support Intern at HL Pro Tools (2026-08 – Present)

• Manage live customer chat conversations through Modal, resolving product and account questions in real time under senior technician oversight.
• Diagnose and troubleshoot GoHighLevel (GHL) CRM issues for clients, applying structured escalation steps to keep first-response and resolution times low.
• Completed formal training on CRM setup, pipeline management, and workflow automation, building a working knowledge of a major SaaS support stack.
• Built familiarity with prioritizing and escalating tickets in a high-volume, live support queue.

Head of Customer Relations at Zellar Shopping (2024-01 – Present)

• Handle day-to-day customer chat and email queries, logging every interaction and resolution in HubSpot CRM to keep records accurate.
• Resolve order, delivery, and return/exchange issues end-to-end using the Loop Returns portal, communicating clear next steps to customers.
• Built and documented SOPs for recurring support and logistics issues, reducing repeat back-and-forth with suppliers.

Store Manager & Email/CRM Marketer at LuminLuxe (2024-01 – Present)

• Build and QA customer communication flows, campaigns, and segments in Klaviyo — transferable to CRM-based support and retention messaging.

Store Manager & Email Marketer at The Bind Company (2021-01 – 2023-12)

• Managed storefront operations and customer email communications for an early-stage e-commerce brand.

BS in Economics – University of Greenwich (2024-08 – 2027-06)

A Levels – Cambridge O Levels – Cambridge