Shivalik Joshi

Customer Success professional with 3+ years of total work experience across SaaS and e-commerce, including hands-on experience driving retention, satisfaction, and platform adoption. Skilled in merchant/customer onboarding, cross-functional escalation management, and translating user behavior data into strategies that reduce churn and improve NPS/CSAT. Proven track record maintaining 97% CSAT while managing high-volume support workflows using Intercom, ClickUp, and Slack.

Passionate about building seamless customer experiences through proactive support and data-driven problem solving.

Customer Success Associate at GemPages (2025-10 – Present)

A leading Shopify page builder platform helping merchants create high-converting storefronts.

• Maintained 97% CSAT and FRT under 2 minutes while prioritizing tickets by customer plan tier, consistently ranking in the top 10% by volume.
• Created and delivered custom tutorials for customer-specific requests via Intercom, improving product adoption and reducing early churn.
• Identified recurring customer pain points through pattern analysis and escalated structured feedback to the product team, tracked via ClickUp.
• Drove upselling across product verticals while earning 6%+ positive reviews among a 40-agent team.
• Collaborated cross-functionally with product and engineering teams over Slack to resolve technical issues and improve support documentation.

Shopify Developer & E-Commerce Consultant at Techno Boost (2025-02 – 2025-10)

• Managed Shopify operations for businesses with 6,500+ SKUs, streamlining workflows and reducing operational friction.
• Enhanced store performance and UX for B2B and B2C clients, directly improving conversion rates.
• Consulted clients on data-driven strategies to optimize product listings and customer journeys.

E-Commerce Manager at Lano Agritech (2023-10 – 2024-10)

• Grew sales revenue by 100% through targeted Meta and Amazon ad campaigns backed by audience segmentation and A/B analysis.
• Elevated product rankings from below 40 to top 5 on Shopify and Amazon via data-driven SEO/SEM and keyword research.
• Increased store traffic by 400% by redesigning the Shopify storefront with a focus on user behavior and conversion optimization.

Photographer & Visual Designer (Project-Based) at Digital Arena (2022-08 – 2022-12)

• Produced visual content and campaign imagery for client projects using Photoshop, Illustrator, and photojournalistic composition techniques.

Advanced Program in Digital Media, Design, UI/UX & Web Development – MAAC Institute (2023-01 – 2025-03)

Bachelor of Arts (Hons.) in Political Science – D.A.V College (2019-07 – 2022-07)