Micha Weber-Customer Support Strategist & Coach
Check rate
Experience
Customer Support Strategist & Coach for E-commerce & IT | Gorgias Certified & Managed Services Partner
Support Coach & Mediator
- Aligning and structuring customer support for scalable and efficient operations
- Analyzing and optimizing support processes, including ticket design, automation logic, and KPIs
- Setting up, migrating, auditing, and optimizing Gorgias, including automation design and AI agent training
- Conducting workshops, training, and team enablement for customer-facing staff
- Coaching and mentoring Junior Support Managers and emerging Team Leads
- Implementing proactive support strategies to reduce unnecessary inquiries
- Providing strategic advisory for founders, C-level and operations teams
Director Customer Care & Order Processing
AIRY GreenTech GmbH
Head of IT Support
ANS Active Network Systems GmbH
Head of Customer Support & Consulting
Protonet Inc
- In 2013 I kicked off the support department at Protonet.
- I introduced support processes and a support portal for self-service and user interaction.
- Optimizing support tools and processes
- Mentoring team members
- Handling critical issues
- Providing best practices consulting, technical support and customer service
- Providing technical sales assistance and software trainings
- Organizing quality assurance for software modules
- Planning and implementing content and features for the support portal
- Managing customer satisfaction and support portal maintenance
Senior Support Engineer
CA Technologies
- Providing 1st level support to enterprise customers at an international level via phone and support ticket system, focusing on IAM solutions CA SiteMinder and CA Single Sign-On
- Troubleshooting within SLA through research, log analysis, phone conferences, remote connections, and test environment reproductions
- Documenting detailed cases within the support ticket system
- Mentoring new colleagues within the EMEA security support team
- Acting as deputy for the EMEA security support manager
Presales Consultant Security Management
CA Technologies
- Presenting and speaking about identity and access, security information, and threat management solutions
- Demonstrating CA security software and conducting training courses and workshops for customers, partners, and internal sales teams
- Planning, setting up, and maintaining test environments and proofs of concept
- Performing post-sales and services activities within the EMEA area
- Responding to RFIs and RFPs and developing customer-specific solutions
System Administrator, Technical Consultant + Trainer
neam IT-Services GmbH
- Implementing and maintaining Microsoft-based networks and desktops and supporting corporate customers and end users
- Preparing and conducting training courses and workshops at an international level on CA security solutions
- Providing presales consultancy, project planning, and implementation of CA security software solutions (eTrust Suite)
Systems Engineer / Internal IT-Service
webwasher AG
Trainee IT Specialist for Application Development
RegioWorld GmbH
Industry experience
See where this freelancer has spent most of their professional time.
Experienced in Information Technology, Retail, and Energy.
Business area experience
See which departments and functions this freelancer has contributed to most.
Experienced in Customer Service, Information Technology, Operations, Strategy, Product Development, and Sales.
Summary
Shopify brands and IT teams work with me to design and scale support setups that are fast, reliable, and aligned with their business goals. This includes strategic support design for scalable, efficient operations, process optimization, team enablement, workshops and trainings, and the setup or improvement of helpdesk systems.
A core focus is Gorgias: Configuration, automation design, audits, and AI-agent set-up or optimization with measurable impact.
A key part of my strategy is proactive customer support: Reducing avoidable tickets, ensuring customers get the information they need before they have to ask, and preventing frustration through proactive communication and clear incident updates.
The result: shorter response times, smoother workflows, fewer manual tasks, and a support experience that feels effortless.
If you want a scalable and dependable support setup, send me a message - or book your free initial consultation.
Skills
- Aircall
- Customer Success
- Workshops
Languages
Education
REGIOWorld GmbH/ webwasher.com AG, Paderborn
IT Application Specialist (IT Specialist in Application Development) · Paderborn, Germany
Certifications & licenses
Gorgias Automate Bootcamp
Gorgias Partner Academy
Gorgias Certified & Managed Services Partner
Gorgias
Gorgias Partner Academy Sales Certificate Coach (Univ.)
Gorgias Partner Academy
Statistics
Experience
Global experience
Expertise
Qualifications
Profile
Frequently asked questions
Have questions? Find more information here.
Micha is based in Stockelsdorf, Germany and can operate in on-site, hybrid, and remote work models.
Micha speaks the following languages: German (Native), English (Advanced).
Micha has at least 28 years of experience. During this time, Micha has worked in at least 9 different roles and for 8 different companies. The average length of individual experience is 3 years and 1 month. Note that Micha may not have shared all experience and actually has more experience.
Based on recent experience, Micha would be well-suited for roles such as: Customer Support Strategist & Coach for E-commerce & IT | Gorgias Certified & Managed Services Partner, Director Customer Care & Order Processing, Head of IT Support.
Micha's most recent position is Customer Support Strategist & Coach for E-commerce & IT | Gorgias Certified & Managed Services Partner at Support Coach & Mediator.
In recent years, Micha has worked for Support Coach & Mediator.
Micha is most experienced in industries like Information Technology, Retail, and Energy.
Micha is most experienced in business areas like Customer Service, Information Technology, and Operations. Micha also has some experience in Strategy, Product Development, and Sales.
Micha has recently worked in industries like Information Technology and Retail.
Micha has recently worked in business areas like Customer Service, Operations, and Strategy.
Micha attended REGIOWorld GmbH/ webwasher.com AG, Paderborn for IT Application Specialist (IT Specialist in Application Development).
Micha has 3 certificates. These include: Gorgias Automate Bootcamp, Gorgias Certified & Managed Services Partner, and Gorgias Partner Academy Sales Certificate Coach (Univ.).
The availability of Micha needs to be confirmed.
Daily rate distribution
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Average rates for similar positions
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The average daily rate is the mean of all daily rates from recent contracts of comparable freelancers on our platform.
The median daily rate is the middle value of all daily rates — half of comparable freelancers charge less, half charge more. Unlike the average, it is barely affected by outliers.
Calculated based on our freelancers’ daily rates as of 26 Aug 2026. Actual rates may vary depending on seniority level, experience, skill specialization, project complexity, and engagement length.
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