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Simon Alker

Customer Support & SaaS Onboarding Specialist | E-commerce, Shopify, AI & Blockchain | Technical Support & UX

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Intro
bali, Indonesia
Customer Support & SaaS Onboarding Specialist at Freelance
E-Commerce Customer Support & Operations (Shopify) at Luxe Cards
Joined May 6, 2026

Skills

Languages

English
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Native or Bilingual
About
I’m a Customer Support and SaaS Onboarding Specialist with experience helping users understand, adopt, and get value from digital platforms across SaaS, e-commerce, and blockchain environments. Since 2022, I’ve worked remotely delivering onboarding, customer support, and technical guidance. I focus on making complex systems simple — guiding users step-by-step, troubleshooting issues, and improving overall user experience. My experience includes: SaaS onboarding and customer success Email, chat, and ticket-based support Shopify e-commerce and dropshipping operations Blockchain (BaaS) and AI-related platforms Creating user guides, SOPs, and onboarding content I’m comfortable managing multiple conversations, working across time zones, and supporting both technical and non-technical users. Now based long-term in Bali with a dedicated home office, I’m looking for a stable remote role where I can contribute consistently and grow within a team.
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Experience
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Freelance
Jan 2022 – Present
Remote
Customer Support & SaaS Onboarding Specialist
Provide customer support and onboarding across SaaS and digital platforms Guide users through setup, integrations, and platform navigation Troubleshoot issues via email, chat, and support tickets Create onboarding guides, SOPs, and help documentation Simplify technical processes into clear, step-by-step instructions Support users across multiple time zones in fast-paced environments Use CRM tools, structured workflows, and internal documentation to maintain consistency
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Luxe Cards
Jan 2022 – Present
Remote
E-Commerce Customer Support & Operations (Shopify)
Manage end-to-end customer support across email and messaging platforms Handle orders, refunds, returns, exchanges, and delivery issues Work within Shopify backend to manage products, orders, and customer data Coordinate with suppliers across direct-to-consumer and dropshipping models Investigate and resolve chargebacks (evidence submission, dispute handling) Track cases using Google Sheets and structured workflows Support SEO improvements (product pages, metadata, site structure) Align customer support with overall customer experience and retention
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Freelance - Avalanche Team 1
Jan 2024 – Jan 2026
Remote
Freelance Community Support & Technical Content Specialist (BaaS)
Created educational and onboarding content for blockchain platforms Simplified complex technical concepts for non-technical users Supported user onboarding through guides, walkthroughs, and documentation Responded to user queries and improved platform understanding Used Notion and structured tools to manage workflows and documentation Explored AI and automation in customer experience and onboarding
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MNER Club
May 2025 – Dec 2025
Remote
Ambassador - onboarding
Created onboarding and instructional content Helped users understand platform features and workflows Reduced onboarding friction through clear communication
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